call center management

Call Center Management : 

Call Center Management Submitted by:-

INTRODUCTION : 

INTRODUCTION Call center shift allotment system is proposed for the call centers using which they can computerize their shifts organized, work distribution and employee performances. call centres has one more team that of technical peoples responsible for allocating, maintaining, updating and Allotment Company’s communication network. In order to schedule and distribute the work.

OBJECTIVE : 

OBJECTIVE • To collect the different project reports and Grade them according to their presentation & successfulness. •To award different teams for their formances. •To grade the team members according to their professional and personal attitudes •To check whether the work progress is according to the chart or not.

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• To distribute the different projects among the different supervisors • To distribute timetables among the teams. • To organize different shifts for different teams • To check and compute work progress of the teams

TOOLS / ENVIRONMENT : 

TOOLS / ENVIRONMENT Language : Visual basic Back end : Oracle8

HARDWARE SPECIFICATIONS : 

HARDWARE SPECIFICATIONS Minimum Requirement Random Access Memory: 128 MB. Hard Disk: 10 GB. Processor: P I (100 MHZ)

Context Level Diagram : 

Context Level Diagram

Data flow diagram : 

Data flow diagram

Process View of the Call Center : 

Process View of the Call Center Inputs/Outputs – customers calling for service/customers completed the call Flow Units – customers Network of Activities and Buffers – answering customers’ calls Resources – customer service agents (CSA), phone automated system (PAS), etc. Information Structure – account management system, reference materials, etc. Inputs Outputs Process

Call Center Competencies and Architecture : 

Call Center Competencies and Architecture 4 Dimensions for measuring the competence of the call center: Process Cost Process Flow Time Process Flexibility Process Quality. Call center focuses on the low cost. Call center provides high-quality international support. Call center process architecture is defined by the types of resources (CSA, PAS, etc.). Call center falls somewhere along the spectrum between two extremes (flow shop and job shop).

Performance Improvements : 

Performance Improvements The following levers improved process performance: Decrease variability in customer interarrival & processing times. Decrease capacity utilization (or increase safety capacity) either by Decreasing the arrival rate or increasing the unit processing rate Increasing the number of servers Synchronize the available capacity with demand.

FUTURE SCOPE : 

FUTURE SCOPE Like all other systems this system will remain feasible in the long run only if it provides the solutions to the current and future needs of the call centres and must be up to date as per the requirement of the call centres , it should evolve continually so as to incorporate the necessary changes.

LIMITATIONS OF THE PROJECT : 

LIMITATIONS OF THE PROJECT 1. This application is for standalone machine. 2. Not used within a network. 3. Typical (Or as told by the clients). 4. Using backend as Oracle (it may or may not be available at client end).

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