CALL CENTER MANAGEMENT

SYNOPSIS

 An Overview:

            To stay ahead in the business, an organization has to retain their market position consistently. To succeed in any business, the continuous renovation processes should be imbibed in the organization’s culture. This is achieved by the implementation of latest technologies. In the competitive world maintaining consistency & reducing time of work is an important key to succeed. Further adaptability sits in the forefront of any success. We can say, technology drives the world.

          So, my project helps an organization to achieve its goal. As the time factor is crucial in any process, I tried to put all in a centralized automated process. This optimizes the man-hour management. So,  giving an edge in business. The sole aim of my project is to throw the pen and paper into dustbin and solve the problem by 1 and 0.

          I took the help of latest technology to solve this problem. So, I choose Asp.Net as my base language with .Net technology. As I want to put every single document in an interactive mode linking with every department of call center, I choose web-based application in my project and Microsoft Technology (IIS) serves the purpose best.

            The project was carried out at Call center. The call center management system deals with management of call center. This system is user-friendly and flexible to maintain with minimum data entry and availability of information on request with response in seconds. My project will be a web based interactive project.

          As businesses continue to grow,  so will the need   for   sophisticated   systems for   communicating   with customers. Call center software helps businesses handle    all of their    communication needs. Today's call     center is fully integrated    with existing other contact points including web, email,voicemail,etc.
               Today’s call centers focus more time and attention on knowing their customers and cultivating relationships to improve customer  satisfaction  maximize    revenue    and increase overall profitability. Call center software    helps companies meet the high demands of customer relations by providing a service that manages all of their communication products in one easy location.

Functions of call center:

•         Receives problem reports.

•         Records and tracks those problems.

•         Provides solutions to the problems.

•         Follows up with customers to ensure they are happy with the

          Solutions.

•         Recognizes and acts on situations to prevent problems.

•         Reports problem trends to management for improved return on

           Investment for the company.

•         Represent the business to its customers and potential customers.

•         Maintain customer satisfaction.

•         Maximize customer retention.

•         Maximize new customer attraction.

•         Generate revenue for the business.

•         Gather market data for the business.

1.2 Objective of the project:

          The customers from all over the world are sending queries regarding various aspects to the call center for suitable solutions. It is really a big problem for the call center to maintain all these information. Another problem is to maintain all employees’ records in a suitable manner and all customers’ records.

         Center should show how to contact with the employees, (i.e.) through phone or mail. In case of mail should display all the received mails from customers and the replies provided to them. It was really problem for user to know present market status. So they depend on the call center.

          So, the main objective of the project is to remove the obstacles to customers and helping call center to provide better solutions to the users.

1.4 Scope of the system

           

            This document is limited to call center. It is meant to be used by developer and will also be the basis for validating final system. Any change made to the requirements in the future will have to go through a formal change process. The developer is responsible for asking clarifications where necessary.

2.1 Existing System

            Existing system of call center is a manual process. Current system works in the following way

·        Customers send their problems through phone, which were written into paper. So it takes a lot of time, and lot of employees.

·        Managers can not see the overall performance off all employees as there is no suitable way to see all the reply to customer.

·        The solutions which are not found at a time remain pending.

·        When new user tries to send some problems he will search the phone no of center.

So the drawbacks of the existing system are

·        Difficult to maintain all the information regarding employees.

·        No proper method to maintain shift schedule.

·        No proper method to customer identification.

·        Employee’s performance can not be verified.

·        Takes lot of times to provide answers.

·        Customer’s feedback can not be judged.

·        No proper method to maintain databases of all customers.

·        User fails to know services offer by the organization.

2.1 Proposed System:

                   The proposed system of call center has different sections to improve the performance of the organization.

The sections are,

•         Administration Section

•         Managerial Section

•         Employee Section

•         Customer Section

•         Manufacturer Section

                  

ADMINISTRATION SECTION:

n  This module deals all the administration work. That is, adding the new user, deleting the user, assign permissions, checking the authority when the user log into the system.

n  For the employees, employee Id and password are given. Using that only employee can log into the system.

n  For customers, they have to create their user name and password by going into the call center website. For creating the user name and password customer has to provide valid customer Id that will get when the user buy the product.

MANAGERIAL SECTION          

n  This module is used to maintain all the works in the call center system. It is used to manage all the activities of the system. Here all the details about the employees are maintained. That is, adding new employee’s details, editing the details, etc all are done here.

n  Here the shift details of the work also maintained. That is who all are working in the day shift and who all are working in the night shift and all the other details are maintained.

n  Here, The manager can also see the comments that send by the customer about the product and the service. This will be useful to provide good service to the customer

EMPLOYEE SECTION:

n  This module is used to do all the works in the system. That is, maintaining customer details, getting the complaints from the customer and giving the service to the customer.

n  Here the information about the customers will be collected from the manufacturer or seller/Retailer and all the details will be stored in the database. This will be done as and when new customer or new product or new seller are added.

n  The complaints or the doubts of the customers can be sent through the mail or they can ask through the telephone. These details are stored in the database and the solutions are given to the user.

n  The complaints are noted by checking the inbox. The solution is provided by sending the mail to the customer or through the telephone.

n  The complaints that  come through the phone also noted in the database and the solution is provided that time itself if it is possible. Otherwise, after finding the solution the solution is provided through the phone or mail.

CUSTOMER SECTION:

n  This module is used for the customer to communicate with the system.

n  The user can log into the system only by entering the valid user name and password.

n  For new users, they have to create the user name and password  by Sign Up into the system. To create the user name and password, the customer has to provide the valid Customer Id.

n  The customer can compose the mail and send to the customer care service section after login to the system.

n  The customer can also check the replay from the customer service by going into their Inbox.

n  The customer can also send their comments to the manager of the system.

MANUFACTURER SECTION:

n  This module is used to maintain the information about the manufacturer.

n  Here all the details about the products are maintained. That is, the price, warranty and all the other details.

Benefits of Proposed System:

·        In this system all employees’ information are stored in the separate table.

·        It is easy for management to retrieve information about particular employee.

·        All employees’ shift schedules are maintained in table.

·        Data access can be flexible.

·        All customers have different Id to send queries.

·        Solution can be provided quickly.

·        Employees’ performance can be judged from customer comments.

·       Increase performance of the call center.

2.3 Hardware Specification:

                  

System                                               : PC

Processor                                           : Pentium 4

Base Memory size                             : 256 MB RAM

Auxiliary storage medium                    : Compact disk

Keyboard keys                                   : 107 keys including 12 Monitor                                                                  Display type                                                    : Super VGA 800 * 600      

2.4 Software Specification:

          Software : ASP.Net,VB.Net

          Operating System: Windows 2000

          Database: SQL Server

          Web Server: IIS

Network: Internet and TCP/IP base Intranet