31-03-2012, 12:09 PM
Call Center Management
Call Centre Management_Full Document-J2EE.doc (Size: 1.92 MB / Downloads: 109)
Introduction
The purpose of this software specification (SS) is to establish the major requirements & Specification necessary to develop the Software Systems for the Developers. The overall objective of the Team Project is to establish a web-based. The goal of this document is the same as any requirements document, to lay out all requirements of the application in order to have both the developers and the end users maintaining the same understanding and expectations from the application. The project requirements will define, in general terms, the setup of the web site, topics for available information concerning the Software Project Management.
Scope
This Call Center Management System is web-based application , who is going to give the other processors.
General Description
This web-based application is applicable for Call center for Customer Care Purposes. Our project can be able to any type of customer care business. We are taking Customer care for Hardware problems in a Computer System.
This project gives online updating for Computer Hardware Problems. The listed users can use this project as Customer Care Executive and the details regarding enquires, keyword search, suggestion which are given to caller will be stored in our project. New keywords are generate for new quires.
Objective
Objective of the projects is to computerize the calls of an organization depending on the type of call. This is mainly designed to avoid the drawbacks involved in the manual process. Only registered customers are allowed to avail the services, new customers have to get registered before availing this facility. Product details are accepted for the sales call and they are delivered accordingly. Details about. the product for which service is to be done are accepted for the service call and customer available time is noted to provide the service. Finally call reports are available to the administrator. This reduces the manual process.
Abstract
The Objective of this CALL CENTER CATALOG is to computerize the Log Entry of the calls of a BPO like organizations depending on the type of call. This is mainly designed to avoid the drawbacks involved in the manual process. Only registered customers are allowed to avail the services, new customers have to get registered before availing this facility. Our Catalog is ready to use for Customer Care Information BPOs and the business is regarding online sales enquiry, Banking, Insurance, and Public Relations.
In the case Online Sales Information business, Product details are accepted for the sales call and they are delivered accordingly. Details about the product for which service is to be done are accepted for the service call and customer available time is noted to provide the service. Finally call reports are available to the administrator. This reduces the manual process.
The new customers can registered their names through their first call itself and the details regarding them are stored in our project and this details are given to the marketing team for further process. From our Report we can find what are the enquires are repeatedly ask, this is very important for the purpose of increasing the business standard.
If an existing customer asks some critical query, it will take couple of days to solve his problem. So this customer makes often calls to our organization. In order to decrease time and consequence all this calls should attend by a unique person. Our Catalog mainly concentrates on this and give a complete solution.
Existing System
The problems, which are perceived by the customers / users in existing systems, are;
Less Efficiency and accuracy due to lot of manual entries
Increased in Labor
Proposed System
The proposed system is designed to provide a solution for the drawbacks of present system. It aims to:
Replace Manual Processing system with an automated one.
Speedup Transactions
Reduce the chances of malpractices associated in a manual system.
Reduce the workload involved in processing
Update information system and provide easy access to corresponding information.
Full automated control through online
Easy Key Word Search
Easy Handling for New Enquires
Update easy Keyword search through the process
Module Description
To achieve the above said target, our project Call Center Catalog will be categorized as the following Six Modules.
Employee Registration Module
Enquiry Login Module
Keyword Search Module
Online Info Manager Module
Report Analyzer Module
Employee Registration Module
This module describes the registration details of the Employee who is working over our project. These Employee particulars are given by the Site Admin and create the username and password. While entering into the project the user authentication will be done by Admin.
Enquiry Login Module
This module deals about the customer enquiry part. While enquiring any quires customer name should be registered for further verification. Employee itself will do this. All these quires enquire by the customer should be registered in this module.
Key word Search Module
According to the customer enquiry, employee must use the proper keyword for searching the information from the predefined database. Admin does the maintenance of this database. If any quires made by the customer will not match the existing keyword means it will be consider as pending query.
Online Info Manager Module
If the customer makes a call for enquiring any information the employee must know about the basis of this query. According to that he will be able to find the correct keyword and browse the related information by the keyword through online. It will be set easy to the employee through this module. If any pending enquiry enquired again the pending Enquiry No fetch the correct information through this module.
Report Analyzer Module
This module will give a report, analyzing various aspects of customer quires. It will give what are the quires will be asked more. These things will be helpful to the admin to find out the most popular keywords. It will help to tune up our answering method to the customer.