Call Center Executer

Call Center Executer

Call Center Executer

PURPOSE OF THE SYSTEM

A call center is a centralized office used for the purpose of receiving and
transmitting a large volume of request by telephone. A call center is operated by a
company to administer incoming product support or information inquires from
consumers. Outgoing calls for telemarketing, clientele, product services, and debt
collection are also made. In addition to a call center, collective handling of letters, faxes,
live chats, and e-mails at one location to known as a contact center.
A call center is often operated through an extensive open workspace for call
center employees, with work stations that include a computer for each employee; a
telephone set/handset is connected to a telecom switch, and one more supervisor
stations. It can be independently operated by networked with additional centers.
Most major businesses use call centers to interact with their customers. Examples
include utility companies, mail order catalog retailers, and customer support for
computer hardware and software. Some businesses even service internal functions
through call centers. Examples of this include help desks, retail financial support, and
sales support.

PROBLEMS IN THE EXISTING SYSTEM

The existing system is a manual system. Here the employees needs to

save the information in the form of excel sheets or Disk Drives.

There is no sharing is possible if the data is in the form of paper or Disk

drives.

The manual system gives us very less security for saving data; some data
may be lost due to mismanagement.

Its a limited system and fewer users friendly.

Searching of particular information is very critical it takes lot of time.

It is very critical to maintain manually call records of customers, because

call center receives huge no of calls per a day.

It is a tedious job to maintain different customers are asking different

service details, normally solve these queries are not possible. Automated
system is needed.

Every employee having different rosters, different shift timings, manually

handle these roster is tough work.

Search an employee roster in call center system is a tedious job.

Call Center Executer

SOLUTION OF THESE PROBLEMS

The development of this new system contains the following activities, which try to
automate the entire process keeping in the view of database integration approach.

User Friendliness is provided in the application with various controls provided by

system Rich User Interface.

The system makes the overall project management much easier and flexible.

It can be accessed over the Intranet.

The user information can be stored in centralized database which can be

maintained by the system.

This can give the good security for user information because data is not in client
machine.

Authentication is provided for this application only registered Users can access.

There is no risk of data management at any level while the project development is
under process.

The automated system will provide to the customers for reliable services.

The speed and accuracy of this system will improve more and more.

STUDY OF THE SYSTEM

In the flexibility of uses the interface has been developed a graphics concepts in
mind, associated through a browser interface. The GUIs at the top level has been
categorized as follows
1. Administrative User Interface Design
2. The Operational and Generic User Interface Design
The administrative user interface concentrates on the consistent information that
is practically, part of the organizational activities and which needs proper authentication
for the data collection. The Interface helps the administration with all the transactional
states like data insertion, data deletion, and data updating along with executive data
search capabilities.
The operational and generic user interface helps the users upon the system in
transactions through the existing data and required services. The operational user
interface also helps the ordinary users in managing their own information helps the
ordinary users in managing their own information in a customized manner as per the
assisted flexibilities.

Module Description
1. Administrator

Call Center Executer

2. Call Center Employees

3. Customers
4. Services
5. Employee Rosters
6. Reports
7. Authentication

Administration
Administration is the chief of the Call Center System. He can have all the
privileges to do anything in this system. Administrator can register new employees,
departments into the system. Admin can keep track team employees and their
performance. For every call receive the administration taking feedback report. New
services are introduced by the administrator into the call center system. Call activity
done by administrator. For every call the admin capture the information of call id, date,
time, attended employee id, his roster id, customer information, and recording voice etc.,
Call Center Employees
Here a team employees means they are maintaining the Call Center. The major
responsibility for the employees is they have to receive the call from the customer and
process the customer queries. The challenging issue is here he can give necessary
answer of customer queries, because different customers are posting various service
queries.
Customers
Customers in the sense of service holders.
While using the services the
customers have to face any problem then they automatically call to the call center and
find a solution.

Services
Customer service also known as Client Service is the provision of service to
customer before, during and after purchase. Customer service is a series of activities
designed to enhance to level of customer satisfaction. Here customer services my

Call Center Executer

provided by a call center person. Customer service is an integral part of a companys

customer value proportions. Servicer in the sense of

Clarifying the customer doubts

Process the customer queries

Assign new services to customers

Employee Rosters
The maintenance of employee rosters in a call center is a tough job. Every roster
has three shifts. Roster has starting date and ending date and an in charge will be there
for every roster. Call center employee need to follow their roster and shift. Every roster
has holiday also. Admin Can keep track employees rosters and shifts means employees
login date and time, log off date and time etc.,

INPUTS AND OUTPUTS

The major inputs and outputs and major functions of the system are follows:
Inputs:

Admin enter his user id and password for login.

User enters his user id and password for login.

Admin enter user id or date for track the user login information

New users give his completed personnel, address and phone details for
registration.

Admin gives different kind of user information for search the user data.

User gives his user id, hint question, answer for getting the forgotten password.

Employee asking customer service details before process the queries.

Employees search the customer information while process

Outputs:

Admin can have his own home page.

Users enter their own home page.

The user defined data can store in the centralized database.

Admin will get the login information of a particular user.

The new users data will be stored in the centralized database.

Call Center Executer

Admin get the search details of different criteria.

User can get his forgot password.

System Requirement Specifications

Hardware Requirements:

PIV 2.8 GHz Processor and Above

RAM 512MB and Above

HDD 40 GB Hard Disk Space and Above

Software Requirements:

WINDOWS OS (XP / 2000 / 200 Server / 2003 Server)

Visual Studio .Net 2008 Enterprise Edition

Internet Information Server 5.0 (IIS)

Visual Studio .Net Framework (Minimal for Deployment) version 3.5

SQL Server 2005 Enterprise Edition

Call Center Executer

Call Center Executer

Call Center Executer