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CALL CENTRE MANAGEMENT

About the Project:

Call center Management is an Intranet and Internet Application which deals with Automation of a call center, Recruitment, performance of call center executives, payroll management and also deals with Customer Queries.

The Modules of the Project are:-
Customer Registration
Customer Queries
Recruitment Module
Payroll Module
Employee Module

1. Customer Registration:
This module deals with Customer Registration to the web site before querying to the call center Executive.

2. Customer Queries:
This module deals with queries put forth by the customer through mail.

3. Recruitment Module:
This module deals with Recruitment process of a call center executive


4. Payroll Module:
This deals with payment calculation of a call center employee based on the policies of the company.

5. Employee Module:
This deals with managing the call center employees and customers.
SYSTEM SPECIFICATION
HARDWARE SPECIFICATION
PROCESSOR : 32 BIT, Pentium “ IV

RAM : 256 MB

HARD DISK : 40 GB
MONITOR : SVGA Monitor (800 * 600 RESOLUTIONS)
CLOCK SPEED : 266 MHz
KEYBOARD : 101 KEYS
MOUSE : Logitech
FLOPPYDRIVE : 1.44 MB

SOFTWARE SPECIFICATION
OPERATING SYSTEM : Windows 2000/XP.
FRONT END : XML,DHTML.
BACK END : Oracle 90.
MIDDLEWARE : J2EE.
SERVER :Tomcat4.1.

ppt for callcentre managemnt system

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Call Center
What is a call center?


The Two Type Of Call
The Inbound Call
The Out Bound call



Outbound Call
An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.



Inbound call
An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two.



Who works in a call center?

A call center or a CSR is the person who handles incoming and outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues.



The other name for a call center agents
customer service representative(CSR)
Attendant, associate operator, account executive or team member.
A call center agents take more than 80 phone calls a day. This actually dependent on each call. The average call would last to 3 to 4 minutes.




Common Call Center Recruitment & Training Process
The recruitment process for a new call center agents may include (but is not limited) to the following:
Phone screening “ this stage determines the voice quality over the phone and how the applicant responds to the call.
Examination - this include attitude tests, computer-based call simulations and emotional quality(EQ)
Final interview “ to assess customer service, technical or sales skills.



Philippine and The Call Center Industry
In 2004, the Philippines already captured 20 % of the total world market share in contact center services. The Philippine government estimates the Philippines could capture 50 % of the total world English-speaking market in 2008. This industry, aside from contributing 12 % into the Philippines gross national product, is also the fastest-growing job provider for Filipino college graduates. The Information and Communications Technology division of the BOI reported that the call center industry experienced a growth rate of 70 % in 2005 making it the most dynamic of all sectors in the Philippine information technology industry. According to industry forecasts, more than a million Filipinos would be employed in the call center industry, with more than US$12 billion in revenues in the year 2010.


Why Philippines?
The Philippines is also considered as location of choice due to its less expensive operational and labor costs.
The country offers 24/7 multilingual and multimedia supported premium services for marketing, sales, customer care, crisis management, investor relations and other key business applications. The reasons cited for the bullish outlook towards the Philippines have been, among others, due to lower operating costs, English language proficiency and high ICT skills yet low-cost workforce.

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