Abstract:
The Main Objective of this System is to design a system to maintain considerable information of the employees, departments, Customer details for any BPO organization.
Description:
Call Center Management System is an increasingly important skill as the use of call centers becomes a popular method of centralizing information services, streamlining order taking and providing valuable customer support. The skills required to successfully set-up and manage a call center encompass everything from staff recruitment and personnel management, to technical understanding of the options available, and the all-important customer relationship management. From small customer service departments to large call centers, the importance of developing successful Call Center Management Systemis vital for building a valued relationship with customers to support long-term business growth.
This system (Call Center Management System) is useful to the organization, it maintains the information about the employees and it also contains the necessary information of the customer and their phone Numbers, their services also. It also maintains the employee roaster details.
This system will track the employee’s login details. And also maintains the data the employee attend the call and his behavior with customer and the speech will be recorded into file. Sometimes customer request for service to the organization. This data also maintains the system.
EXISTING SYSTEM:
The existing system is a manual system. Here the employees needs to save the information in the form of excel sheets or Disk Drives.
There is no sharing is possible if the data is in the form of paper or Disk drives.
The manual system gives us very less security for saving data; some data may be lost due to mismanagement.
It’s a limited system and fewer users friendly.
Searching of particular information is very critical it takes lot of time.
It is very critical to maintain manually call records of customers, because call center receives huge no of calls per a day.
It is a tedious job to maintain different customers are asking different service details, normally solve these queries are not possible. Automated system is needed.
Every employee having different rosters, different shift timings, manually handle these roster is tough work.
Search an employee roster in call center system is a tedious job.
PROPOSED SYSTEM:
The development of this new system contains the following activities, which try to automate the entire process keeping in the view of database integration approach.
User Friendliness is provided in the application with various controls provided by system Rich User Interface.
The system makes the overall project management much easier and flexible.
It can be accessed over the Intranet.
The user information can be stored in centralized database which can be maintained by the system.
This can give the good security for user information because data is not in client machine.
Authentication is provided for this application only registered Users can access.
There is no risk of data management at any level while the project development is under process.
The automated system will provide to the customers for reliable services.
The speed and accuracy of this system will improve more and more.