BPO Call Center

BPO Call Center
1. INTRODUCTION

ORGANISATION PROFILE

Synopsis
The Work Order Sysrem is mainly designed to provide fast and effective user environment for Call centre 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 3 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.

2. SYSTEM ANALYSIS

2.1 FEASIBILITY STUDY
During the feasibility study, the feasibility of the project – the likelihood of the proposed system is analyzed.
The feasibility study was carried out on the overall integrated package. Three key consideration in involved in the feasibility analysis are Operational, Technical and Economical.
Operational Feasibility
The main objective here is to find out whether
The system will work once it is developed and installed.
There is sufficient support for the project from the management.
The current business methods are acceptable to the users.
An investigation is conducted and as a result the following conclusions are derived.
There is sufficient support form the managerial level
The current methods are done manually and take lot of time.
The persons involved in the current working system are met and discussions are held with them to evolve a system with which they have good participations and interest.
Technical feasibility
Technological feasibility analyses the following areas.
Technology and manpower is available are not.
Capacity to hold the data that is required to use the new system.
Provision to respond to users regardless of their number and location.
Provision for further expansion.
Guarantee of accuracy, reliability, ease of access and data security.
An investigation is conducted and as a result the following conclusions are derived.
The necessary technology to implement the proposed system is available in the organization.
Main hardware equipment such as computers with the required Capacities is also available.
Hence the system is technically feasible.
Economical Feasibility
Issues to be considered in the economical feasibility are
Financial benefits must equal or exceed the costs.
The solution should be cost effective.
Must be worth to pursue the project.

2.2 EXISTING SYSTEM
Manually when records are maintained it becomes very difficult to retrieve correct details of all information . Customers who may be even 10-20 yrs old can come with a problem and it will be a daunting task to refer old records. In most cases the product might have been outdated and staffs in charge of that particular product might not be available though possible problems and its fix may be already available which are known only for that old employee.
It will be a daunting task to prepare yearly, monthly and weekly reports based on different aspects if the records are maintained manually. Since the product might have been bought in any of the branch offices of the company having all the data related to each and every branch in every other branch that too with concurrent updation of data is never possible without going in for computerization.

2.3 PROPOSED SYSTEM
The system 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.

Benefits:

The 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 centre and rectify the installation problem through the online. This is the advantages when details are computerized

3. System Configuration
3.1 H/W System Configuration
Processor – Pentium –III

Speed – 1.1 Ghz
RAM – 256 MB(min)
Hard Disk – 20 GB
Floppy Drive – 1.44 MB
Key Board – Standard Windows Keyboard
Mouse – Two or Three Button Mouse
Monitor – SVGA

3.2 S/W System Configuration

OPERATING SYSTEM : Windows 2000.
Technology : .NET
DATABAS : SQLServer 7.1

3.3 About the Software

JAVA:
Java is used as front-end tool for developing the project. To run Java there is no need to have any particular operating system, as it is platform independent. This must have certain hardware and software installed on your computer. The key considerations were summed up by the Java team in the following list of buzzwords:
 Simple
 Security
 Portability
 Object-oriented
 Robust
 Multithreaded
 Architecture-Neutral
 Interpreted
 High Performance
 Distributed
 Dynamic

A. APPENDICES

ANNEXURE-A.

1. Abbreviations
• OOPS  Object Oriented Programming Concepts
• TCP/IP  Transmission Control Protocol/Internet Protocol
• SOAP  Simple Object Access Protocol
• CLR  Comman Language Runtime
• CTS  Comman Type System
• CLS  Common Language Specification
• ORDBMS  Object Relational Database Management System
• MSIL  Microsoft Intermediate Language
• JIT  Just-In-Time
• MFC Microsoft Foundation Classes

A.2 ONLINE RESOURCES
www.microsoft.com
www.msdn.com
www.roseindia.net
www.softlandindia.com

A.1 BIBLIOGRAPHY

Bigining with ASP.NETwith C# .NET 2003,Wrox Publication,Chris Ullman.
Bigining with ASP.NETwith VB.NET 2003,Wrox Publication,Chris Ullman.
C.J.Date An Introduction to DBMS 1996, Narosa publication.
Abraham Silberschatz, Henry.F.Korth, Sudarshar. S, 1997,
Database System Concepts, Mc Graw-Hillcomputers.Inc.,
Roger S. Pressman Software Engineering 1995 Tata.Mc.Graw-Hill.
Richard Fairley, Software Engineering concepts.
E.M.K.Rajkumar An Introduction to Oracle 8.0
Evangelos Petroutsos, Mastering Visual Basic 6.0
John W.Parfold, Microsoft Visual Basic – The Programmers comperor.
Steve Brown Visual Basic 6.0 in record time 1998, BPB Publication

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