UML USECASE DIAGRAM:
Making call
customer care agent Problems
customer
Record the information
Finding Solutions
Searching Technical Team
Repaired/Replaced
Technical agent
Fig: 1 Use case Diagram for BPO Management Description: This Use case diagram illustrate the simplified form of the actions performed by the customer (actor) and what the actions performed by the customer care and technical agent.
UML ACTIVITY DIAGRAM
Making Call:
enter the number
check the number no
re dial
yes call is established
Fig: 1.1 Activity Diagram for Making Call
Description: The customer calls the customer care by their tool free number.
Problems:
customer details
ask the problems
no
again ask the details
yes
call is ready for recording
Fig: 1.2 Activity Diagram for Problem
Description: The customer tells the problem to the customer care, Hershel can tell the problem to the customer care and it is done processed for the next step.
Finding Solution:
anlyse the recorded information
finding solutions no
NewState3
yes customer care
Fig: 1.3 Activity Diagram for Finding Solution Description: Customer care can hear the recorded information and the hiding the appropriate a solution for the problem if problem is found means then it is searched for some technical teams.
Searching Technical Team:
solutions
check whether the product has been repaired
no
replaced new product to the customer
yes repair the product
delivered to the customer
Fig: 1.4 Activity Diagram for Searching Technical Team Description: If problem is found means then it is searched for some technical teams
Replaced/Repaired
gathering the faults which are given by the customer
analyse where the fault has been occured
debugging the faults
if solutionis found
repaired/re placed
Fig: 1.5 Activity Diagram for Replaced/Repaired Description: If the solution is found in the product means repaired the product (or) otherwise replaced the new product and delivered to the customer.
UML SEQUENCE DIAGRAM:
customer
customer care
technical agent
1: making call
2: problems
3: record the information 4: finding solution 5: searching technical team
6: repaired/replaced
Fig: 2 Sequence Diagram for BPO Management Description: A sequence diagram illustrates in a kind of format in which the customer interact with customer care service via making call. This diagram shows the step by step conversation between the customer, customer care and technical agent.
UML COLLABRATION DIAGRAM:
4: finding solution
1: making call 2: problems custome r 3: record the information customer care
6: repaired/replaced
5: searching technical team
technical agent
Fig: 3 Collabration Diagram for BPO Management Description: This collaboration diagram describes the relationship between customer care and technical agent. It gives a detail view of communication among customer and customer care service.
UML CLASS DIAGRAM:
Fig: 4 Class Diagram for BPO Management
Description: The UML includes the class diagram illustrate how the customer interacts and getting solutions to his problems. This gives the sequential process like making call, submitting the problem, finding the solutions and repaired/replaced the problem.
UML COMPONENT DIAGRAM:
making call
problems
finding solution
Fig: 5 Component Diagram for BPO Management
BPO MANAGEMENT SYSTEM
Aim: To implement the BPO using in SDLC (Software Development Life Cycle) to help the customers in the product details and requirements.
Abstract: The aim of this project is to create the BPO management. The main responsibility of developing the BPO is in name of call center service.BPO provides 24*7 service .the BPO service is provided by both male and female. The basic requirements for working in BPO service is fluent in English and good knowledgement about different places, products and etc. The BPO center gets calls from different locations in the world. Those calls are trusted to anyone of the staff who is working in that particular BPO service, they should provide information and get the complaints from the customer and clarify the doubts and they should fulfill the customer needs.BPO service also used for marketing the different products available around the world. BPO is a very useful service in the present world and it is very much needed. The BPO is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business function (or process) to a third party service provider. Originally, this was associated with manufacturing firms, such as coca cola that outsourced large segments of its supply chain. Refer to the outsourcing of business processing services with labor from an outside firm.
