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DESIGN AND IMPLEMENTATION OF A CALL
CENTRE MANAGEMENT SYSTEM

TABLE OF CONTENTS
TABLE OF
FIGURES………………………………………………………………………vii
1

CHAPTER ONE………………………………………………………………
...
1 INTRODUCTION……………………………………………………………………1
1
...
3
1
...
3
1
...
4
1
...
5
2

CHAPTER TWO…………………………………………………………………
...
1 LITERATURE REVIEW……………………………………………………
...
2 FUNCTIONS OF A CALL CENTRE………………………………………………
...
3 TECHNOLOGIES…………………………………………………………………
...
4 MANAGEMENT SYSTEM PROCESS……………………………………………11
2
...
12
2
...
16
3

CHAPTER THREE…………………………………………………………………
...
1 INTRODUCTION…………………………………………………………………
...
2 SYSTEM IMPLEMENTATION PROCESS………………………………………
...
2
...
18

3
...
2

DETAILED DESIGN……………………………………………………………20

3
...
3

ARCHITECTURE OF SYSTEM IMPLEMENTATION………………………
...
3 SYSTEM DESIGN…………………………………………………………………23
3
...
1

USE CASE DIAGRAM………………………………………………………
...
3
...
24

3
...
3

SEQUENCE DIAGRAM………………………………………………………
...
3
...
25

3
...
5

ENTITY RELATIONSHIP DIAGRAM…………………………………………25

3
...
5 MODIFICATION AND MAINTENANCE………………………………………
...
34

TABLE OF FIGURES
Figure 3
...
1 Relationship of model, view, controller

21

Figure 3
...
2 Architecture of system implementation

22

Figure 3
...
1 Overview Use Case Diagram

25

Figure 3
...
1
...
2
...
2 Employee Use Case Diagram

26

Figure 3
...
2 Class Diagram of a Call Centre Management System

27

Figure 3
...
3 Sequence Diagram of a Call Centre Management System

28

Figure 3
...
4
...
2
...
2 Employee Activity Diagram of a Call Centre Management System

30

Figure 3
...
5 Entity Relationship Diagram of a Call Centre Management System

31

CHAPTER ONE
1
...
An inbound call centre is operated by a company to
administer incoming product support or information inquiries from consumers
...
A contact centre is a location for centralised handling of
individual communications, including letters, faxes, live support software, social media,
instant message, and e-mail
...

A call centre has an open workspace for call centre agents, with work stations that
include a computer for each agent, a telephone set/headset connected to a telecom switch, and
one or more supervisor stations
...
Increasingly, the voice and data pathways into the centre are
linked through a set of new technologies called computer telephony integration
...

The contact centre is a central point from which all customer contacts are managed
...
It is generally a part of company’s
customer relationship management
...
Contact centres, along with

call centres and communication centres all fall under a larger umbrella labelled as the contact
centre management industry
...

The majority of large companies use contact centres as a means of managing their
customer interaction
...


1
...
Here the employees need to save
the information in the form of excel sheet or disk drives
...


∑

The manual system gives us less security for saving data; some data may be lost due
to mismanagement

∑

It’s a limited system and fewer users friendly
...


∑

It is very critical to maintain manually call records of customers, because call centre
receives huge no of calls per a day

∑

It is a tedious job to maintain different customers are asking different service details,
normally solve these queries are not possible
...


∑

Every employee having different rosters, different shift timings, manually handle
these roster is tough work
...


1
...
The essence of this project is to address the problems as a whole because they are all
interwoven together i
...
agents work with different communication software systems e
...
data
capture, outbound dialling etc
...
There are other

problems like staff absenteeism among others but tackling these problems should improve the
end result of the call centre system
...
4 OBJECTIVES
The objective of the study are:
∑

Design of an architecture for the call centre management system

∑

Implementation of the system through the use of the designed architecture
...
5 METHODOLOGY
A call centre is generally composed of the automatic call distributor, interactive voice
response systems, computer telephony integration systems, database systems, call
management systems, and business processing system
...
Therefore, it urgently needs a platform that can manage all the
subsystems of call centre to provide perfect management mechanism, improve management
efficiency and operational capabilities, reduce management costs, achieve scientific decisionmaking and intelligent management, and ultimately achieve minimum costs and maximum
profit
...
So we select B/S structure, and develop the system based on the J2EE-SSH

prototype which is a kind of MVC framework
...
The MVC architecture divides application programs into three
core modules: model, view, and controller
...


CHAPTER TWO
2
...
It is often the
“front door” to a business and is the place where most crucial customer interactions take
place
...

The definition of a call centre increasingly includes mention of the handling of various
types of interactions in addition to telephone calls
...
The terms “call centre” and “contact centre” are used interchangeably, with “call
centre” being the most commonly used
...
Even with the explosive growth of the Internet and e-mail
transactions, telephone calls remain the primary form of communications in the early 21st
century
...
A call centre is typically defined as an operation where more than one person is
responding to contacts and where an interaction can be handled by anyone within a group
...

There are many different types, sizes, and functions of call centres
...
Quitlines represent a unique kind
of call centre
...
Quitline calls require service

from highly skilled agents, and the level of time and investment per customer is higher than
that of typical call centre transactions
...
While quitline call centres may be very
different from other call centres, the components critical for running a successful operation
are similar and most of the same quality metrics apply
...
2 FUNCTIONS OF A CALL CENTRE
There are five main operational functions in any type of call centre
...

Workforce Management
Since a quitline is at the mercy of incoming calls, the tasks associated with workforce
management are among the most important functions of the centre
...

Quality Management
Because of the quitline’s role as the primary point for caller communications, it is essential
that these interactions be handled with the utmost quality
...

Technology Management

The call centre today is filled with technology
...
A critical
function in every call centre and quitline is the effective management of these technologies,
including acquisition, implementation, and ongoing maintenance and management
...

Reporting and Communications
One of the components driving the call centre operation is information
...
Many different types of reports need to be
generated every day to show the performance of the centre as well as that of individuals
...

Financial Management
There is an array of costs associated with running a call centre operation
...


2
...
Automatic lead selection or lead steering is also intended to
improve efficiencies, both for inbound and outbound campaigns
...
For outbound calls, lead selection allows
management to designate what type of leads go to which agent based on factors including
skill, socioeconomic factors and past performance and percentage likelihood of closing a sale
per lead
...
The PBX can
provide functions such as automatic call distribution, interactive voice response, and skillsbased routing
...
In this model,
the operator does not own, operate or host the equipment that the call centre runs on
...
Calls to and from prospects or contacts originate from or terminate at the vendor's
data centre, rather than at the call centre operator's premise
...

Virtual call centre technology allows people to work from home, instead of in a
traditional, centralised, call centre location, which increasingly allows people with physical or
other disabilities that prevent them from leaving the house, to work
...


Cloud computing
Cloud computing for call centres extends cloud computing to software as a service, or
hosted, on-demand call centres by providing application programming interfaces (APIs) on
the call centre cloud computing platform that allow call centre functionality to be integrated
with cloud-based customer relationship management, leads management, and other
applications
...
Configuration APIs provide programmatic control of administrative functions of
the call centre platform which are typically accessed by a human administrator through a
graphical user interface
...
4 MANAGEMENT SYSTEM PROCESS
Performance Measurement
Many different performance measurements are used to gauge the efficiency and
effectiveness of a call centre operation
...
The main purpose of these
performance measures is to ensure the call centre is meeting its goals and objectives and that
all personnel are achieving their work potential
...
The key
indicators of performance are typically categorized into service, quality, and efficiency
measures
...

Performance Measurement Strategy

Every call centre operation that supports a quitline must have a performance
measurement and management strategy in place
...
A significant amount of
information is needed to gauge how the quitline, as well as every individual, is performing
from an internal operational and external customer perspective
...


∑

Review the performance of each employee
...


∑

Investigate the root cause(s) of problems
...


∑

Support strategic plans and objectives
When setting call centre, team, and individual performance goals, it is important to link

them to the organization’s mission, vision, and goals
...
It defines why the organization exists, and, therefore, how it
operates and makes decisions
...
This vision
drives the strategy of the organization as a whole and certainly should define the strategy and
performance goals of the call centre, as well as the performance goals and standards for each
individual within the organization
...
Likewise, performance metrics would be
defined to gauge how well each team supports the mission and goals
...
There can be many
different call centre stakeholders, but the four primary stakeholder groups for quitlines are
customers/callers, the frontline staff, the providers’ senior management teams, and the
quitline funder
...
The basic concerns of these groups can be used as a structure for
defining the key performance indicators for the quitline call centre
...
Reports
inform management and employees about performance and help identify areas for
improvement or corrective action
...

An effective reporting strategy will provide a complete review of the current state of
performance in the call centre and should provide the means to identify gaps in performance,
evaluate strengths and weaknesses, and suggest steps to improve call centre operations
...
For example, agents may need to see their performance
statistics daily, and those could be provided via the company’s intranet or in an e-mail
...
Revenue reports might go to senior
managers monthly and be delivered via a paper report
...
5 Reporting Methodologies
The call centre is, by its nature, a hub of communications
...
Even an internal support call centre
handles interactions with its internal customers in a variety of media
...
Agents need
feedback to understand how well their performance is meeting expectations and what changes
need to be made
...

Developing a communications plan involves building a framework that defines the
purpose of each report, the recipients, the sources of data, and the metric that is to be used
...
Each group of recipients needs a specific level of
detail on the measures that apply to them, with the detail or summary level that makes the
data useful for decision-making
...
Whether the goal is to inform agents of their performance so that a continuous
improvement plan can be realized, or to deliver updates to senior managers with summary
trend analyses, having a clear plan for the reporting and communication effort will maximize
the value of the data and minimize redundant or irrelevant reports circulating through the
company
...
If the information is meant to result in a change, it needs to reach the appropriate
people in time for that change to be accomplished
...
In the case of data provided on
customer product needs or complaints, the information needs to reach the product
development team while there is still time to modify the next release of the product
...
One such change that consumes a great deal of energy in nearly every call centre
is ensuring that the number of agents available to handle the workload is matched to the
actual workload as it arrives
...
This data will inform the staff if there are calls in queue, how long they have waited,
whether there are agents available, and what work state each agent is in at that moment
...

The analysis in performance reports typically starts at the smallest unit and rolls up to
the top of the organization
...
Team
results roll up into department results for the call centre, which combine with other
departments to make up business unit results, such as those for the customer care unit or a
regional unit of a multisite operation
...
Therefore, the call centre’s measurements and reports must align with
the goals as they roll up through the organization
...
Each

goal that the call centre can contribute to should have some reporting elements that identify
how well that goal is being met
...

In the example below, a model for a reporting framework is provided to serve as a basic
outline to develop the reporting and communications plan
...

It is common in existing call centres to find reports that are not used by some or all of
the recipients
...
Therefore, it is a good practice to review
the reporting and communication plan at least annually and determine if each report is still
relevant and useful to all of the recipients
...
Perhaps the data provided is not at the right level
of detail for the current environment
...
The annual review will help
to ensure that the reports serve a defined purpose and are worth the time needed to produce
them
...
6 Communications Channels

Part of the communications plan includes determining the best channel to use for the
report or communication
...
There are many options to consider:
∑

Face-to-face: A human-to-human interaction done face-to-face is typically vocal but
may be accompanied by a paper document to reinforce and memorialize the vocal
statements
...


∑

Paper-based: This includes any printed or hand-written report including a pre-printed
form, graphics, tabular numbers, printouts from systems, and/or text
...


∑

Telephone: A telephone call may be used to inform another party of a performance
result
...


∑

E-mail: E-mail is becoming more common and is often used inappropriately when
face-to-face communication is required
...
It is best for small amounts of detail at one time
rather than large documents
...
In multisite call centres, an intranet site is often used
as a central repository for performance data and information that needs to be accessed
by personnel at all sites
...
This channel is typically
used for information that is only seconds old and is continually updated
...
Graphics, slides,
or other charts may also accompany it
...
Ensuring that agents on all shifts, along
with those who may be absent on any given day, receive the important data is a challenge that
requires a thoughtful plan and consistent execution
...
The supervisor needs to see the individual results for
each member of the group and the group averages to make comparisons
...

Communications to Management
As the reporting and communication process moves to the overall call centre level,
the data that was provided in detail for teams and individuals is summarized one more time
...
The manager will see the reports sorted with an overall
summary for each team or data type and the totals/averages for the entire centre
...
At this point,
trend analyses with charts are generally useful to give a graphical overview of the data in a
quick-to-read format
...
If a change has taken place
that will affect the statistics (such as implementation of a new technology), the change should
be noted on the reports to ensure that its impact can be correlated with the trends
...
If summary charts and
graphs are acceptable, these will generally focus on trend analysis
...


CHAPTER THREE
METHODOLGY
3
...
The various system implementation processes
are discussed
...


3
...
2
...

System maintenance department is responsible for daily maintenance of the
management system
...
Project department is responsible for the progress of
project to ensure the project can complete punctually and guarantee the quality
...
Training Department is responsible for working out the future
development plan of company, and providing necessary training for employees as far
as possible
...
The system
should integrate all the management subsystems that business requires
...
It is able to statistics, analysis
and processing all the data, to guarantee standardized management and scientific
decision-making of the call centre
...
Ultimately, it is able to integrate and
coordinate various functions of the call centre, and to achieve minimum costs and
maximum profit
...
2
...
System Management: Including department management and authority management
...
We
put the conventional data into the data dictionary to make the system convenient to
use
...

2
...
This
module is primarily for personnel administrators
...
Remuneration Management: Including attendance management, performance
management, accumulation fund scheme, social insurance scheme, income tax
scheme, salary formation management, payroll management, and remuneration
reporting system
...

4
...
This module is primarily for quality
controllers
...
Intelligent Scheduling: Including scheduling parameters management, traffic
forecasting, agent forecasting, class forecasting, schedule generating, class table
management, class shift management, and scheduling reporting system
...

6
...
This module is primarily for training ministers
...
KPI Monitoring: Including monitoring of service level, connection rate, line count,
call count, busying count, ready count, and rest count
...

8
...
This module is primarily for every employee
...
2
...
So we select B/S structure, and develop the system based on the J2EE-SSH
prototype which is a kind of MVC framework
...
The MVC architecture divides application programs into three
core modules: model, view, and controller
...
The relationship of model, view and controller is shown in figure 3
...
1 below
...
1
...
The foreground operations of the system are mainly implemented by JavaScript
...
The logic implementation in the background is
achieved through operation-entity-DB access
...
1
...


Fig 3
...
2 Architecture of system implementation

3
...
It gives the
diagrammatical or graphical view of the system
...
The system was represented with the following UML diagram:
ÿ Use Case Diagram
ÿ Case Diagram
ÿ Sequence Diagram
ÿ Activity Diagram
ÿ Entity-Relationship Diagram

3
...
1

Use Case Diagram
This diagram describes the overall activities occurring or involved in a call centre

management system
...
2
...
The specified activities of the administrator and
the employee are shown in the figures 3
...
1
...
2
...
2 respectively
...
3
...
A class is also documented with its set of attributes and
operation
...
2
...


3
...
3

Sequence Diagram

This diagram defines the objects (query, feedback, and service), the responsibilities involved
and their collaboration
...
The user (customer) sends query when inquiring about a product/service
...
The employee receives it and send feedback to the administrator
...
The administrator receives, approve the feedback and permit service delivery
(information)
...
Employee acknowledges and respond to query sent by the user (customer)
...
Employee deliver services required by the customer
...
2
...


3
...
4

Activity Diagram

The activity diagram gives more detail to the process of the development
...
The registration and login
aspects of the system development for both the administrator and the employee are shown in
the figures 3
...
4
...
2
...
2 respectively
...
3
...


∑

The entity Relationship Diagram (ERD) depicts the relationship between the data
objects
...


∑

The set of primary components that are identified by the ERD are:
ÿ Data object
ÿ Relationships
ÿ Attributes
ÿ Various types of indicators

The primary purpose of the ERD is to represent data objects and their relationships as shown
in figure 3
...


Registration

Employee

Login

Services

Roasters

Attends Customer
Queries

Queries

<>

Admin

Feed Back

Reports

Raise Queries

Log Out
Customer

Fig 3
...
1

Overview Use Case Diagram

Services

<>

Registration

<>

Employee

<>
Feed Back

Admin
Reports

Log Out

Log In

Fig 3
...
1
...
2
...
2

<< Includes>>

Employee Use Case Diagram

Log In

Fig 3
...
2 Class Diagram of a Call Centre Management System

Fig 3
...
3 Sequence Diagram of a Call Centre Management System

Enter user Name and Password

Get The Data

Validate Details

No
Yes

[Manage Services]
Get the details

[View the Reports]
Get The Data

[Submit]

Validate Data

Views Reports

Fig 3
...
4
...
2
...
2 Employee Activity Diagram of a Call Centre Management System

Fig 3
...
5 Entity Relationship Diagram of a Call Centre Management System

3
...
In the process of implementation, the
concept of model view and controller (MVC) is employed in which for both ASP
...
is used
...
NET framework structure is also
used
...
4 Modification and Maintenance
Reviews must be done on the system in order to get feedback on some feature that
need update or malfunction of the system
...
The review established that the system meets its requirement and cost of the system
is not exceeded
...
e
...
Also noting that
if the requirement of the system is not meet then there is need of reviewing and making
modification to the whole cycle
...
: Design and Application of Call Centre Composition, Master Thesis
...
: The Design and Implementation of Enterprise Oriented MVC Framework, Master
Thesis
...
N
...
: Modelling and Simulation of Call Centre
...
144–152 (December 2005),
http://ieeexplore
...
org/stamp/stamp
...
: Research on Accurate Scheduling Management of Call Centre, Master Thesis
...
wikipedia
...
htm
http:\\www
...
com\call-centre-management-system

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Title: Call centre management system
Description: this book is aimed at those interested in establishing a call centre system or working with an already setup system or if your project topic is based on it.

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