23-10-2014, 03:40 PM
Abstracts: A leading organization is outsourcing its post sales service process to a call center. We are going to develop a Project based on Telecommunication Services. Here Organization is providing various types of Services for their products like Customer Care, Warranty etc. Organization Provides Customer’s data to our system and the Organization provides customer care number to their customers for any complaints. So that customers can call to the provided number and make their complaints. Our system at the call center maintains the Customer’s details like customer’s contact number, the product occupied by the customer, the product codes of the warranty items purchased and its validity. In Service Call Management System that we are going to built Customer’s contact number is the primary criteria for search. When complain of any customer arrives to call center’s operator then the operator enters the contact number to get the relevant details of the problem in the product purchased in the CMS application. After receiving the complain request from customer our system generates expected time automatically to respond to customer’s complaint by an engineer based on the SLA of the product for which our system maintains the call record and the call is also recorded. After doing this process our system generates a unique complaint number on the basis of communicated customer. Our system maintains the list of engineers and their product specialty for giving an appropriate response to the customer’s complaints. Based on that List our system automatically allocates the call to the appropriate engineer with the least number of pending calls in the service bucket. We have also provided an additional feature to our system and for the ease of customer that a notification by an e-mail and SMS is been sent to the customer. The message contains the details like the complaint number, time required for repairing equipment or the product, charges for repairing etc. This feature will enable us to make our application a user friendly environment and also will provide ease to our customers. Thus there will be no space for any confusion or uncomfortness on both the sides. This will also enable time consumption and well to do customer services by the company. And also customer need not to travel to the actual place he can handle it by just a simple call or by online customer services. This will simplify the customer services area in a company. And also a lot of man power I also saved. It also handles the overload in the particular section. Thus it provides a complete package of a reliable service to customer service section in a company. For the project purposes, the assignment to engineer can be a manual assignment by creating a form on the system.