Call Center Management

“Call Center Management” covers everything one can wish for and is a simple
walkthrough of what is actually needed to startup and efficiently run a call center. This project
solution will help everyone from senior management to front line service reps gain a better
understanding and appreciation of the dynamic call center environment

This project presents the results of a survey of the management of call center operations
at major financial service firms. The results clearly indicate the importance of human resource
management practices and technology in creating high-performance call center environments.

The Call Center Management is mainly designed to provide fast and effective user
environment for Call center activities. This application software is based on Model view
controller architecture. The Client side forms used for display forms the view, database
connections, business logics are developed and are represented as models, while controllers are
pages used to link model with the view.

There is a product support team consisting of three groups. Their duty is to attend the
customer, make new problem report, solving the problems and test the product before giving
back to the customer. The manager form deals with the Report generation and modification of
customer details entered by call agent. In the primitive two-tier architecture the validations of the
data are performed in client side or at the server side. This caused the delay in data retrieval and
transmission.

This project is designed in such a way that the end user of the product need be aware of
inner workings but to know only his duty and to operate the keyboard. Computerized records are
easy to maintain and at the end of every month or whenever we need information it’s easy to
view or get. In this way reports can be generated anytime and one can be sure that data when the
pattern is changed the consolidated reports may not show us correct data of all administration
work pertaining to the call centre. Collection details will be accurate as the related data is
systematically entered.

This manpower is reduced, user easily to collect the information about the product and
also collect the operation of the product. At the time of product installation if any problem arise
easily customer contact the call center and rectify the installation problem through the online.
This is the advantages when details are computerized.

At any point, system users can look up the status of the problem, and comments to it, and
route the problem to its next destination. Each routing is accompanied by e-mail sent to the new
problem owner.
Process flow

To summarize, the system users and their functions are as follows

Call center agent

Product support
  Receives incoming problem reports from call center agent
 Can view outstanding problems by product
 Interviews customer
 Updates problem status
 Adds comments
 Routes problem to development

Developer
 Receives problem reports from product support
 Can view outstanding problems by product
 Analyzes problem and develops fix
 Adds comments to problem report
 Routes problem to quality assurance

Quality assurance
 Receives problem reports and fixes from development
 Performs integration test
 Adds comments to problem report
 Routes fixed problems to product support
 May route problem back to developer if tests fail.

This project presents the results of a survey of the management of call center operations
at major financial service firms. The results clearly indicate the importance of human resource
management practices and technology in creating high-performance call center
environments.The project “Call Center Management System “includes the following module.

 Admin

 User Manager

 Customer
  Call Logging

 Call Status

 Reports

ADMIN
. This module is used to grant permissions for the users to admin.Admin should maintain
the customer details. By clicking on the new option, the admin should fill all the Employee
Details, Payroll and admin can search and view the customer query. The EmployeeID gets
automatically displayed when the new option is clicked. After entering all the details, then the
admin can add in database. This module is used to search the Customer query details. When any
of the valid details such as Name, City, Phone Number, and Plant are entered and search option
is clicked then the corresponding details are being searched and fetched out.

USER MANAGER

This module is used to grant permissions for the users to login. The user can create the
user name, user id to create new login by clicking new user option. Once the new user name and
user id is entered it is created and saved. The user is given the provision to select the user. Based
on the user selected; the user id is automatically selected. The user can delete the user id if not
required by clicking on the Delete option.

CUSTOMER

Customers of this company may have problems in using their products and to rectify
those they would be reporting to the company and they would be assisted first by a call center
agent. If a problem is not software related then calls are routed to sales or customer service
team. Otherwise, agent verifies the customer to be a valid purchaser of the specified product. If
so, agent creates a problem report and gives him customer identification no. He then routes the
problem to a product support group, which is meant for that product. Customer should register
first to register the complaints. By clicking on the New option, the user should fill all the
Customer Details, Product Details and Service Provider Details. The Customer Number gets
automatically displayed when the new option is clicked. After entering all the details, then the
customer can register the complaint. This module is used to search the customer details. When
any of the valid details such as Name, City, Phone Number, and Plant are entered and search
option is clicked then the corresponding details are being searched and fetched out.

CALL LOGGING
Call Logging Module is used to attend the call by the specified staff. When a customer
calls the call center for the specified issue then the call is attended by the staff. The complaints or
the enquiries made by the customers are registered in the Notification Form. The details about
the Product, the call mode, Call received from which user and the statuses of the call are
displayed in the Notification Form.

CALL STATUS
Call Status are being denoted as OPEN and CLOSE. When a call is logged by the
customer, then the user mentions the call status as OPEN. The Call type, the user who attended
the call, the Priority of the call and the information regarding the call are being noted on the
Notification Form. Based on the Priority of the call, the call is being simulated. Once the issue is
being solved, then the call status is being changed to CLOSED. The User who changed the call
status from OPEN to CLOSE is also being noted.