Call Centre Management System

Objective

Primary Objective is to help the Customers (Dealers) in terms of providing assistance at right time.

Secondary Objectives shall be, to capture and maintain the Customer Problems on the usage of the product, to manage & track the calls till its closure. Analyzing the average timing of handling the calls, analyzing the support executive’s performance and analyzing the technical & logical strength of the product for which the support function is being managed.

Also the utilization of support resource as well the assignment of right calls to right person shall be assessed. Daily management of Call Centre including, leave management and attendance shall be incorporated in the system so that no separate documentation required for those things.

Functional Flow of the System

There will be a product in place (DMS) used by large number of people. To provide support and assistance there will be a Call Centre running at the factory premises. Whenever the user faced any issue in the usage of the product he can take the assistance from the Call Centre by making a call or by any other mode of communication. There will be a Call number assigned and intimated to the user to track his call.

The call will be assigned to any one of the Support Executives sitting at the Call Centre for getting it resolved. Assignment of call to the SE will be done on the basis of the nature / categorization of the call. As soon as the SE gets the allotted call he will go thru the description of the issue and provide solution for it.

If the issue is beyond the scope of the SE he will escalate it to his higher authorities and intimate the customer that the solution will be provided to him as soon as it got resolved by the escalated person. If the call is a new requirement or suggestion related thing, it also will be escalated in the same way.

From the time of logging the call, the status of the call shall be maintained with unique terminology on every stage so that the user can see the status of his call. Closing of a call will be in the hands of the user (who logged it) even after resolution so that the operation will be transparent. Till the time the user satisfied with the solution provided he don’t need to close the call so that it will be under the responsibility of the SE.

There will be multiple calls assigned / attended by the SE concurrently and there may be multiple open calls by any user at the same of time. Time taken for resolving the call by each SE will be tracked and the category / sub category / Type of calls will be analyzed during any period of interval.

Area of Coverage

To manage the system the following are the Masters that shall be maintained.

1. Project Master
• Facility to provide multiple project management capability to the system (The same system shall be used for providing the support for any other product)


2. Regional Language Master
• Facility to provide the Classification of Customers / Dealers by Language in use


3. Country Master
• To segregate the Customers based on the Country (India, Indonesia etc)


4. State Master
• Further classification of Customers based on the State which they belongs to


5. Location / Site Master
• Every Dealer / Customer shall have the Location Id


6. Location - Support Executive Mapping

7. Customer Category Master

• To categorize different types of Customers

8. Customer Master (Dealer Master)
• Personal details of the Customer / Dealer like Dealership Code, Name, Address, Contact Person, Contact Numbers, State, Country, Project Code etc

9. Call Category Master
• To categorize the calls in a related manner which will ease the resolution process
10. Call Sub Category Master
• To sub categorize the calls further based on the nature
11. Call Type Master
• Further classification of calls based on technical observation by the support executives
12. Call Status Master
• To manage the different states of the call (Open / Acknowledged / Assigned to SE / Escalated / Resolved / Closed / Re-Opened etc)
• With Estimated time to resolve a call for the status
13. Support Executive Master
• To maintain the Support Executives available along with the mapping for the project
• Multi Language Selection as known Languages for a SE
• Specialization in call category - Multi - to enable auto assignment of calls to the right SE

14. Login Type Master
• To manage the different types of users of the support application (Admin /Customer / SE etc)
15. Login Master
• To manage the different logins for each individuals in all the Login types defined
16. Leave Status Master
• To manage the leave requests by the SE on any date (Requested / Accepted /Rejected etc)
17. Work Shift Master
• To maintain the shift timings in case of more than on shifts are in place
18. Support Executive - Shift Mapping Master
• To maintain SE for any particular shift

There are three type of user group involved in the Support activity.  Based on each type the usage of the system will vary. 

They are,

1. Administrator
2. Support Executives
3. Development Vendor
4. Client
5. Customers/ Dealers

Transactions & Reports of the application shall be defined as,