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Call Centre Automation Overview

This document summarizes a proposed call center automation system. The system aims to automate the process of matching customer requirements to company services, which is currently done manually by call centers and is time-consuming. The proposed system would allow customers to submit requests online and receive matches within seconds. This would save time for customers and call centers while increasing reliability and reducing errors compared to the manual process. The system would include modules to manage users, register and search for customers, log complaints, view company services, and check complaint statuses.

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107 views5 pages

Call Centre Automation Overview

This document summarizes a proposed call center automation system. The system aims to automate the process of matching customer requirements to company services, which is currently done manually by call centers and is time-consuming. The proposed system would allow customers to submit requests online and receive matches within seconds. This would save time for customers and call centers while increasing reliability and reducing errors compared to the manual process. The system would include modules to manage users, register and search for customers, log complaints, view company services, and check complaint statuses.

Uploaded by

reetjot
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

SYNOPSIS ON CALL CENTRE AUTOMATION

SUBMITTED BY
SATINDER KAUR (2841) KIRANJOT KAUR (2839)

SUBMITTED TO
NAVNEET KAUR

What is a call centre system?


A call centre is a central place where incoming customer and other telephone calls are handled by an organization, usually with some amount of computer automation call center can also be distributed .All good call centers use some kind of contact manger software that helps in building a customer data base . Typically, a call center has the ability to handle a considerably volumes of call at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. One early definition described a call center as a place of doing business by phone that combined a centralized data base with an automatic calls distribution system.

Why do we automate the existing system?

Traditionally a call centre office collects all the information about the customer and companies. After this they have to match the requirements of both the customers manually. And give them feedback soon as they can. This is a tedious task for the call center office. Which consumes a lot of traditional call center management is that companies and customer have to wait for a long time to get the information of the intended customer and company respectively. There are many draw backs of existing system which are as follows. 1. It takes a lot of time of time of customer and companies. 2. It is costly both in respect of time and money. 3. The result is not reliable. 4. There are more chances of error. Thus the existing system is very time consuming and it is not very much reliable. So there is a need of a system which makes the call center process easier, less time consuming reliable and cheaper.

Modules of call centre system


User manager :- It is used to add new users and to select any user from the
list.

Customer:- It includes customer registeration and customer search form. Complaints:- It includes complaint booking, notification and call close form. Services:- It shows all the services offered by the company to the customers. Queries:- It includes the query forms regarding recharge schemes, validity
schemes and value added services.

Enterprise record:- It includes department and employees detail forms. Check complaint status:- It is used to check the status of the customers
complaints.

ADVANTAGES OF CALL CENTRE AUTOMATION SYSTEM:

The purposed system has the following benefits:1.The system will automate the whole work of the call center system. 2.Customer will be able to submit their data. 3.This system is economically. 4.Customer and companies will be able to get results in few seconds. 5.This system will save a lot of time of customers as well as companies. 6.This system will provide GUI interface to customer and related companies. 7.Changes can also be made to system without incurring much expense. 8.Results provided by system are free from any kind of error. 9.This system will also save the labour required by call center office to match the requirements of customer and companies. 10.The result provided by system will be more reliable.

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