1. Hardware Hardware & Software Software Require Requirements. ments. 2. Introd Introduc ucti tion on.. 3. Departmenta Departmentall Structures. Structures. 4. Curren Currentt Syst System. em. 5. Envisio Envisioned ned Syst System. em. 6. ER-D ER-Dia iagr gram am.. 7. Snap Snapsh shot ots. s. a. Call centre centre manageme management nt System System b. Login Form c. Main Main For Form m 8. Code Code She Sheet ets. s. a. Call centre centre manageme management nt System System b. Login Form c. Main Main For Form m 9. Refe Refere renc ncee
Program interface displays may differ depending on the operating system.
Computer
as from Pentium, at least 266 MHz At least 80 MB of free hard disk memory space At least 256 MB RAM under windows XP 2000 At least 512 MB RAM under windows VISTA Operating system • •
Windows XP, SP2 (32 or 64 Bit) or Windows Vista (32 or 64 Bit, sp 1) (recommended)
Futuristic System call center was established in 2004 with a head of count of 20.In a short period of time, the employee strength has grown up to 250, which shows the success of Futuristic System. Devotion towards customer delight has been the core factor that has been accelerating the growth of the company. The yearly turnover has exceptionally jumped from $20,000 in the first year to $ 6 million in the last financial year. The management has always promoted innovative and productive ideas to make Futuristic System a better place to work and excel. The consistent pace pf searching for perfection in the overall activities of the cal center has always incurred expected outcomes.
Futuristic System has always believed in setting and achieving realistic goals stating from the level to organizational level. It has attained tremendous customer faith, which has paid heavily in monetary as well as professional terms. The departmental structure of Futuristic System is shown in the following figure.
Employe e
Call Centre
Inbounding Call
Query Details
Call Register Training Details
Departmental Structure of Call Centre
Futuristic System maintains a manual system to manage its departments and operations. When an employee inducted in Futuristic System, the Payroll department maintains the employee details, such as name, address, and phone number. The payroll department maintains different files, such as employee detail, salary calculation, and loan that help manage the salary related process of employees. The customer handling department maintains various files and registers to manage customer handling operation, such as call registering and client feedbacks. The customer handling department follows the following process when an employee is inducted in the customer handling operations: 1. Employee is given a thorough training for the required process that he would be required to work upon. 2. After the successful completion of the training, the employees allocated with voice or text base customer support processes as customer support executive. 3. An Inbound Calls file is maintain to keep track all the customer calls made to different customer support executives. The responses of these customer calls are the key to measure performance of customer support executives. 4. The calls made by the customer support executives are also registered in a Call Register file to prevent misuse of the company’s resources. A client Feedback maintained to record the performance of customer support executives according to the client feedback. The results extracted from this file are sent to the Human Resources department for needful action.
The existing system needs to be computerized and should help Futuristic Systems to provide more reliable and satisfactory services to its customers. A new system needs to be developed for Futuristic System that should accomplish the following functions: The new system should have an effective Human Resources section that must be able to keep track of the induction and training process of the employees. A payroll section needs to be developed to facilitate employees regarding their salary transactions. The system should be able to manage and allocate the work force according to the required capabilities. It should be able to maintain the details of all the inbound calls, such as nature of inquiry, time duration, and help provided in the Inbound Calls section. A proper mechanism should be provided to maintain the client feedback or the customer support executives. An automatic emailing should be provided to regularly send the client feedback along with internal feedback to the human resources executive. A module needs to be developed to maintain the details of the calls made by the customer support executives. In order to develop the software system for Futuristic System, you need to analyze the existing system and create a design for the envisioned system. Using the case study, you need to create the solution diagram and the application in the .NET environment. The new system can be designed using a 3-tier architecture and developed by using the following components: Presentation tier: This layer consist Windows forms. The can be used for accepting the data and displaying final results to the users. In addition, it can be used to generate various reports, such as payroll and client feedback.
Business logic layer tier: This layer contains the code to provide the logic to create the Futuristic Systems call center management system. Data tier: This consists of the SQL Server 2005 database to store the relevant data.
You being a part of the software development team have assigned with the task of creating the business tier components and integrating the presentation tier and the data tier components for the Consumer handling module. The files for the presentation tier and the data tier have been created by different group of the software development team. The following tasks are for immediate implementation: 1. Implement the functionality on the Login page to validate user credentials and provide the user with appropriate features and functionality. 2. Implement the functionality on the Home page to enable the user to be redirected on the Customer Handling page. A message should be displayed on the page that the call center management system is under construction. Only the Customer Handling menu option will be enabled and other menu option, such as Payroll and Human Resources, will be disabled. 3. Implement the functionality on the Customer Handling page to view and update the customer support operations, such as customer calls and responses. 4. Implement the functionality on the client and internal feedback page to view and modify the feedbacks achieved by customer support executives. Also enable the user to store and view praises for the client feedback for team and individuals in an Extensible Markup Language (XML) or text file. 5. Implement the functionality on the Call Register page to view and analyze details of the calls made by the customer support executives. A report is generated for these calls to prevent misuse of company’s resources.
The following figure shows the ER-Diagram of the centre Management System.
Emp ID
Query Response
First Name
Feedback
Query Text
Last Name
Employee
Addres s
Designatio n
Phone No
Call Centre
Query Handling
Submission Date Emp ID
Query ID
Inbounding Call
Call Register
Call ID Phone No.
Emp ID
Training Details
C. First Name
C. Last Name
Tutor First Name
Call ID
Call Relevant
Type Module Name
Tutor Last Name Module ID
ER-Diagram of the CALL CENTRE MANAGEMENT SYSTEM
Call Centre Management System
LOGIN FORM
Main Form
Call Centre Management System
using using using using using using using
System; System.Collections.Generic; System.ComponentModel; System.Data; System.Drawing; System.Text; System.Windows.Forms;
namespace call__centre { public partial class Form1 : Form { public Form1() { InitializeComponent(); } private void button1_Click(object sender, EventArgs e) { Form2 frm = new Form2(); frm.Show(); Hide(); } private void button2_Click(object sender, EventArgs e) { } private void Form1_Load(object sender, EventArgs e) { } private void btnExit_Click(object sender, EventArgs e) { Close(); } private void label1_Click(object sender, EventArgs e) { } } }
LOGIN FORM using System; using System.Collections.Generic;
using using using using using
System.ComponentModel; System.Data; System.Drawing; System.Text; System.Windows.Forms;
namespace call__centre { public partial class Form2 : Form { int Ctr = 0; public Form2() { InitializeComponent(); } private void cmdLogin_Click(object sender, EventArgs e) { Form3 frm = new Form3(); string LoginName, Password; LoginName = txtUserName.Text; Password = txtPassword.Text; Ctr = Ctr + 1; if ((LoginName == "call") && (Password == "centre")) { frm.Show(); Ctr = 0; Hide(); } else if ((LoginName == "callcentre") && (Password == "1234")) { frm.Show(); Ctr = 0; Hide(); } else if (Ctr < 3) { lblMessage.Visible = true; lblMessage.Text = "Incorrect User Name or Password. Please Try Again"; txtUserName.Focus(); } else { MessageBox.Show("Unauthorized Access. Aborting...."); Close(); } } private void Form2_Load(object sender, EventArgs e) {
} private void txtUserName_TextChanged(object sender, EventArgs e) { } private void btnBack_Click(object sender, EventArgs e) { Form1 frm1 = new Form1(); frm1.Show(); Hide(); } private void label1_Click(object sender, EventArgs e) { } } }
MAIN FORM using System; using System.Collections.Generic; using System.ComponentModel;
using using using using
System.Data; System.Drawing; System.Text; System.Windows.Forms;
namespace call__centre { public partial class Form3 : Form { public Form3() { InitializeComponent(); } private void quaryHandlingToolStripMenuItem_Click(object sender, EventArgs e) { Form8 frm = new Form8(); frm.Show(); Hide(); } private void menuItemEmployee_Click(object sender, EventArgs e) { Form4 frm = new Form4(); frm.Show(); Hide(); } private void menuItemInboundCall_Click(object sender, EventArgs e) { Form5 frm = new Form5(); frm.Show(); Hide(); } private void menuItemTraining_Click(object sender, EventArgs e) { Form6 frm = new Form6(); frm.Show(); Hide(); } private void menuItemCallRegister_Click(object sender, EventArgs e) { Form7 frm = new Form7(); frm.Show(); Hide(); } private void menuItemExit_Click(object sender, EventArgs e) { Form3 frm = new Form3(); frm.Activate(); } private void menuItemEmployeeDetails_Click(object sender, EventArgs e) { Form9 frm = new Form9(); frm.Show();
Hide(); } private void menuItemnboundCallDetails_Click(object sender, EventArgs e) { Form10 frm = new Form10(); frm.Show(); Hide(); } private void menuItemTrainingDetails_Click(object sender, EventArgs e) { Form11 frm = new Form11(); frm.Show(); Hide(); } private void menuItemCallRegisterDetails_Click(object sender, EventArgs e) { Form12 frm = new Form12(); frm.Show(); Hide(); } private void menuItemQueryHandlingDetails_Click(object sender, EventArgs e) { Form13 frm = new Form13(); frm.Show(); Hide(); } private void menuItemExit_Click_1(object sender, EventArgs e) { Form2 frm1 = new Form2(); frm1.Show(); Hide(); } private void Form3_Load(object sender, EventArgs e) { } private void label1_Click(object sender, EventArgs e) { } } }
1. SQL Server 2005 Book. 2. ADO.Net Book. 3. Visual Studio 2005.
