12-01-2012, 03:28 PM
Call center shift allotment system
[attachment=16030]
INTRODUCTION
Call center shift allotment system is proposed for the call centers using which they can computerized their shifts organized, work distribution and employee performances. Call centers are basically the work centers, which provide 24 hours customer care via telephones and Internets etc. Now a day every large or small company has, their call centers situated at different locations. Besides supporting customers via a team of customer care executives, call centers has one more team that of technical peoples responsible for allocating, maintaining
OBJECTIVE
• To collect the different project reports and them according to their presentation
• To grade the team members according to their Professional and personal attitudes
• To check work weather the progress is according to the chart or not.
• To distribute the different projects among the different supervisors, to schedule different project in different time tables
• To distribute timetables among the teams.
• To organize different shifts for different teams
SYSTEM ANALYSIS
After studying the call center's current status it is
investigated that call center hassle software to computerized its shift allotment, shift allotment, performance calculation etc and also call center wants to implement its 4 & 5 phases of conducting
different test to find out the most labors and intelligent worker of the call center.
Input and output to the system is calculated after studying the call center' s documents, charts etc. Software structure, database structure functioning, importance, administration's duties, performance requirements, employee's work details, call center
projects, shift timings, shift details and overall working of the call center are mentioned after analyzing and studying the call center's mode of working.
PRELIMINARY INVESTIGATION
This technique is defined as small comprehensive and concentrated study of an individual in which investigator brings to put up with all his skills and methods or as an organized congregation of enough Information about a person to permit one to understand how he or she functions as a unit of the call center. It is a form of qualitative analysis connecting a very useful and complete scrutiny of an employee, its work details, its point details, its shift details etc. It's a way of exploring and analyzing the aspects of employee unit, work unit, shift allocation unit and collection of work feed back.
STUDY OF CALLCENTER'S WORKING UNIT
Information is gathered investigating the individual's involvement (i.e. contribution of employee, its contribution to its department and that of evaluation department) at their involvements in the whole Call Center's Shift ALLOTMENT System. The information thus gathered plays an important role in properly defining individuals needs and expectations from the software system
KNOWLEDGE OF BEHAVIOR PATTERNS
What are call center's methods of work distribution and shift allotment? What is the need to computerize the system? Such type of questions tries to describe the factors like running project details, work distributed, role of project leader in shift allotment i.e. behavioral pattern, which implies how the process works? Where the changes are required? And what are the changes to be done?
[attachment=16030]
INTRODUCTION
Call center shift allotment system is proposed for the call centers using which they can computerized their shifts organized, work distribution and employee performances. Call centers are basically the work centers, which provide 24 hours customer care via telephones and Internets etc. Now a day every large or small company has, their call centers situated at different locations. Besides supporting customers via a team of customer care executives, call centers has one more team that of technical peoples responsible for allocating, maintaining
OBJECTIVE
• To collect the different project reports and them according to their presentation
• To grade the team members according to their Professional and personal attitudes
• To check work weather the progress is according to the chart or not.
• To distribute the different projects among the different supervisors, to schedule different project in different time tables
• To distribute timetables among the teams.
• To organize different shifts for different teams
SYSTEM ANALYSIS
After studying the call center's current status it is
investigated that call center hassle software to computerized its shift allotment, shift allotment, performance calculation etc and also call center wants to implement its 4 & 5 phases of conducting
different test to find out the most labors and intelligent worker of the call center.
Input and output to the system is calculated after studying the call center' s documents, charts etc. Software structure, database structure functioning, importance, administration's duties, performance requirements, employee's work details, call center
projects, shift timings, shift details and overall working of the call center are mentioned after analyzing and studying the call center's mode of working.
PRELIMINARY INVESTIGATION
This technique is defined as small comprehensive and concentrated study of an individual in which investigator brings to put up with all his skills and methods or as an organized congregation of enough Information about a person to permit one to understand how he or she functions as a unit of the call center. It is a form of qualitative analysis connecting a very useful and complete scrutiny of an employee, its work details, its point details, its shift details etc. It's a way of exploring and analyzing the aspects of employee unit, work unit, shift allocation unit and collection of work feed back.
STUDY OF CALLCENTER'S WORKING UNIT
Information is gathered investigating the individual's involvement (i.e. contribution of employee, its contribution to its department and that of evaluation department) at their involvements in the whole Call Center's Shift ALLOTMENT System. The information thus gathered plays an important role in properly defining individuals needs and expectations from the software system
KNOWLEDGE OF BEHAVIOR PATTERNS
What are call center's methods of work distribution and shift allotment? What is the need to computerize the system? Such type of questions tries to describe the factors like running project details, work distributed, role of project leader in shift allotment i.e. behavioral pattern, which implies how the process works? Where the changes are required? And what are the changes to be done?