Srs for Bpo Management System
CALL CENTRE MANAGEMENT SYSTEM Vision Version <6. 0> ABSTRACT: A Call center is an area where several customer service representative (CSR) agents are located to man a bank of telephones and computer terminals. These agents are specially trained on telephone etiquette, the type of customer queries, that may arise and on how to respond to these queries in a quick and efficient manner.
A Call center can also equipped with an automatic call handling system like an Interactive Voice Response system (IVR) so that all routine, repetitive queries Call center has tremendous impact on business. Call centers for selling goods and services, as well as call centers for providing customer care, is going to become a familiar part of the business of virtually every person. Call centers also pioneered the developed of self-service via the telephone, using interactive voice response technology.
It is providing a richer and friendlier environment for self-service transactions than the tone telephone can be answered by the system without the customer having to speak to a CSR agent Revision History |Date |Version |Description |Author | |<18/JAN/2013> |<6. > |<details> |<SAFFI> | | | | | | | | | | | | | | | | Table of Contents 1. Introduction1 . 1. Purpose and Intended Audience1 1. 2. Scope of Product1 1. 3. Definitions, Acronyms, and Abbreviations2 1. 3. 1. Definitions2 1. 3. 2. Acronyms3 1. 3. 3. Abbreviations4 1. 4. Overview4 1. 5. References4 2. General Description6 2. 1. Product Perspective6 2. 2. Product Features6 2. 2. 1. Data Management6 2. 3. User Characteristics7 2. 3. 1. Use-Case Diagram7 2. 3. 2. Actors7 2. 3. 3. Use-Case Descriptions7 2. 3. 4. Scenarios8 2. 3. 5. Usermanual 8 2. 4.
General Constraints12 2. 5. StakeholderProfile 12 2. 6. UserEnvironment 12 3. Product Overview6 4. Specific Requirements13 4. 1. External Interface Requirements13 4. 1. 1. User Interfaces13 4. 2. System Requirements18 4. 2. 1. Hardware requirements18 4. 2. 2. Software requiements18 4. 2. 3. Software interface22 4. 3. Non-behavioral Requirements28 4. 3. 1.
Performance Requirements28 4. 3. 2. Qualitative Requirements28 4. 3. 3. Design and Implementation Constraints28 4. 3. 4. Benifits29 Vision Introduction 1 Purpose and Intended Audience Call Center Management System is an Intranet and Internet Application which deals with Automation of a call center, Recruitment, performance of call center executives, payroll management and also deals with Customer Queries. 2 Scope of Product This system shall give a solution to ensure that the Customer can use the proposed new channels to access information as well as submit applications and first appeals.
System shall comprise of the Call Centre and the Web Portal. We would like to maintain a common application to submit applications/first appeals received through the proposed new channels i. e. Call Centre and Portal. This common application shall be the Web Portal. Customers can be Citizens as well as Government officials. Broadly, the scope of work will comprise the following: 1. Setup, Operate and Maintain Call Centre 2. Develop, Implement and Maintain Portal 3. Provisioning of Data Centre– Disaster Recovery services for hosting of Portal 4.
Training to Government Personnel 3 Definitions, Acronyms, and Abbreviations 1 Definitions The definitions in this section are given in the context of the product being developed. This intention is to assist the user in their understanding of the requirements for the system. |TERM |DEFINITION | |A-K |Program outcomes defined by BPO management system.
Please refer to [1] for a complete list. | |Archive |To maintain data in a designated repository; in BPOMS, data will be maintained in the central| | |database. | |Assessment |The systematic and periodic evaluation of whether call centre executives are suitable to | | |answer all the customer queries. |Call center Number |A center request number | |Central database |An MS-Access database maintained by the BPO company to store queries related to call center. | |Product Request Number |Unique, five-digit identifier assigned by the system to identify each category in the call | | |center. |Download |Transferring data files from a main source to a secondary source. | |Encrypt |The alteration of data so that it is meaningful only to the intended receiver. | |Mapping |The linkages of two objects, e. g. , a customer query to a solutions in the database. | |System outcomes |This will include the sections comes under call center in which customer can ask their | | |queries. |Property list |A list of properties or attributes associated with an object; in BPOMS this is a list of | | |login names of the customer who can access call center and the list is associated with a call| | |center section. | |category number |A 3-digit field that corresponds to a category in the call center. | |Server |The main computer in a network.
A central computer that connects and services those computers| | |(clients) attached to it. | |Customer |A person who wants to clarify his/her query related to the system. | |User profile |User characteristics maintained by the system | |Weight |A factor used to adjust a value. | 3 Acronyms ACRONYM |MEANING | |BPOMS |BPO Management System | |CSR |Customer Service Representative | |PRN |Product Request Number | |DBMS |Database Management System | |DFD |Data Flow Diagram | |GUI |Graphical Use Interface | |OMT |Object Modeling Technique | |SRS |Software Requirements Specification | |TBD |To Be Determined | |IVRS |Interactive Voice Response system | 5 Abbreviations |ABBREVIATION |MEANING | |e. g. For example | |Id |Identification | |i. e. |Such as | |info. |Information | 5 Overview The SRS is divided into three major sections: Introduction (Section 1), General Description (Section 2), and Specific Requirements (Section 3). This overview describes Section 2 and Section 3 of the SRS. Section 2 includes five subsections. Section 2. 1 provides a description of the product, its overall structure, and its functionality. Section 2. 2 summarizes the main features of the software from a high-level point of view. Section 2. identifies the different users of the system. This is accomplished through use-cases. A summary of the actors, use-cases, and scenarios is given. Section 2. 4 states existing constraints. Section 2. 5 gives the assumptions and dependencies of BPOMS. Section 3 includes four major subsections. External Interface Requirements (Section 3. 1) gives the requirements for user, hardware, software and communications interfaces. Behavioral Requirements (Section 3. 2) organizes the requirements in the following categories: same class of user, related real-world objects, stimulus, related features and functional requirements. Non-behavioral Requirements (Section 3. ) consists of performance and qualitative requirements, as well as design and implementation constraints. Section 3. 4 outlines database, operations and site adaptation requirements. 6 References ? www. google. com ? www. wikipedia. com ? IEEE SRS format General Description 1 Product Perspective BPOMS is designed to provide call center with a tool that facilitates in clarifying the queries of the customer. A more complete description of BPOMS’s functionality can be found in Section 2. 2. There are various existing products that have similar functionality to BPOMS. Although the some software products provide many of BPOMS’s features, the ability to manage and map outcomes to assessment items is not supported. 2 Product Features
The main purpose of this system is to increase a company’s flexibility. However, several sources have different ways in which they perceive organizational flexibility. Therefore business process outsourcing (BPO) enhances the flexibility of an organization in different ways. 1 Data Management When managing customer query-related data, the system will allow the supporter to perform operations such as entering possible queries, entering solutions to the queries. Data management includes the entry, storage, and manipulation of different methods of assessment. BPOMS will also provide executive with a tool with which they will check for the validation for every query he/she arise.
This includes exceptional solution features such as displaying queries and their solutions in two levels: by category, and by product request number. 3 User Characteristics The main user of BPOMS is the customer. She/he is the person who is primarily in charge of a particular query for which call center is being performed. Because the system will have a GUI with a standard format, the customer will not need to have a high level of technical expertise. The following subsections present the Use-Case model for BPOMS. After presenting the use-case diagram, the section describes the actors, use cases, and scenarios. See Appendix A for the high-level use-case diagram. 1 Use-Case Diagram See Appendix B for a high-level, use-case diagram 2 Actors
BPOMS classifies the actors of the system into three groups: Customer: The customer can login into the system by enter his/her details, ask queries and get the solutions. Central Database: The central database is responsible for storing data related to customer queries and its solution. Call center executive: Responds to calls by asking the customers query and provide solutions to the customer. Supporter: Perform searching operation to give solutions to the customer from the database. Admin: Maintains the data stored in the database and update the queries and its solutions in the database. 3 Use-Case Descriptions • Customer Registration: This module deals with Customer Registration to the web site before querying to the call center Executive. Customer Queries: This module deals with queries put forth by the customer through mail. • Recruitment Module : This module deals with Recruitment process of a call center executive • Payroll Module: This deals with payment calculation of a call center employee based on the policies of the company. • Employee Module: This deals with managing the call center employees and customers. The use cases that are associated with an include relationship are as follows: • Access the system: the customer can access the system through a unique login name and password. • Open section: the customer can select a category from the list of category that comes under call center.
The use cases that are associated with an extend relationship are as follows: • Set password – The customer can set the password for accessing and entering information on the system. • Set property list – The customer can set the property list that gives the login names for the customer who can access a center. 4 Scenarios Use Case: Customer Registration Actor: Customer and database Scenario: 1. The customer enters values for the following attributes: a. name b. contact number c. date of birth d. password e. email-id 2. The customer saves the information to the database. Alternatives: 1. The customer does not enter all required information. 2. The customer modifies a value in an existing attribute. 3.
The customer enters a new value to an existing attribute. 4. The customer enters an incorrect value for product number. 5. The customer enters an incorrect value for PRN. Use Case: Customer Query Actor: Customer, database, and call center executive Scenario: 1. The customer enters values for the following attributes: a. customer name (first, last, middle initial) b. password c. query category 2. The customer asks for the solution with the call centre executive. Alternatives: 1. The customer does not enter all required information. 2. The customer modifies a value in an existing attribute. 3. The customer enters a new value to an existing attribute. 4.
The customer enters an incorrect value for username and password Use Case: Customer login Actor: Customer, database Scenario: 1. The customer enters a login name. 2. The customer enters a password. 3. The local database confirms the password through the local database. Alternatives: 1. The customer enters an incorrect login name. 2. The customer enters an incorrect password. Use Case: Open category Actor: Customer, database Scenario: 1. The customer selects a category in which he/she can ask queries from a list of categories in the system. 2. The general information about the system is displayed. Alternatives: None Use Case: Set password Actor: Customer, database Scenario: 1.
The customer selects the option to change password. 2. The system prompts the customer for a password. 3. The customer enters a password. 4. The system prompts the customer to renter the password. 5. The system accepts the new password Alternatives: 1. The password that the customer enters the second time does not match the previously entered password. Use Case: Recruitment Module Actor: Executive, database Scenario: 1. This module deals with Recruitment process of a call center executive. 2. The system will store the details of the executive in the database. Alternatives: 1. An executive name is invalid. Use Case: Payroll Module Actor: Executive, database Scenario: 1.
This module deals with payment calculation of a call center employee based on the policies of the company. 2. The system will store the salary details of the employee in the database. Alternatives: A payment calculation is incorrect. Use Case: Employee Module Actor: Executive, database Scenario: 1. This module deals with managing the call center employee and customer. 2. The system will store the details of the employee and customer in the database. Alternatives: An executive name is invalid. 2. 3. 5 USER MANUAL ? Customer: a person who has mediated interface at Call Centre via telephone or direct interface at the portal. ? Appellate Authority: a person who receives and responds to the customer calls. Call Centre Executive: Responds to calls for mail and Submit application and first appeal on behalf of customer in system. ? User: A person who provides the data for a computer system, updates the data, and uses reports from the system in his or her daily work. ? Server: The main computer in a network. A central computer that connects and services those computers (clients) attached to it. 2. 4 General Constraints The general constraints on the development of the system are as follows: • The system will not be accessible to unauthorized customers. • All data transmitted to the central database will be encrypted. • The customer should ask a valid query with the call center employee. 2. 5 Stakeholder Profile |S.
NO |STAKEHOLDER |ROLES |INTERFACE | |1 |Customer |Mediated interface at Call Centre via telephone |Direct interface at the system | | | |Direct interface at the portal | | |2 |Appellate Authority |Receives first appeal |Direct Interface at system | | | |Responds to appeal | | |3 |Call center executive |Responds to calls for mail |Indirect Interface at system | | | |information, application and appeals | | | | |Submit application on behalf of customer in system| | | | | | | | | |Submit first appeal on behalf of customer in system| | | | | | |4 |Supporter |Search for the solution from the database |Direct interface with the system | | | |Gives information to the customer | | |5 |Admin |Maintain the database details. |Direct interface with the database. | | | |Update the solutions for the queries in the | | | | |database. | | 6 User environment 1. To complete this task a single developer is involved. 2. Amount of time spend in completing this task is three months. 3. Any unique environmental constraints: mobile, outdoors, in-flight, etc.? 4. This system uses windows platform. Product Overview
The project gets the queries from the various customers and stores them in a centralized data store. When there are number of queries the queries are stored up in a queue and then the queries are processed one by one. There are separate blocks called data recognizer for recognizing the data, i. e. queries, and data interpreter for interpreting those queries. The input query from the customer is first recognized by the data recognizer by comparing with the entries in the data base store. In the database the solution for each and every query is stored and maintained. Then it is interpreted as what type of query it is and how it should respond to the query.
The input query is compared with the queries in the database store. The solution for the input query is founded. The information service switch switches the application between different types of distributed services. The final result, the reply to the customer’s query is obtained at the end. Specific Requirements 1 External Interface Requirements The following section discusses the requirements related to the interfaces used to communicate with external entities. These entities include human customers and other hardware and software interfaces that permit the system to carry out its tasks. 1 User Interfaces The requirements presented in this section describe the interfaces for BPOMS.
The requirements do not assume a particular interface; however, the requirements are grouped according to the main features (as defined by the use cases) provided by the system. Note that the requirements that follow a subheading support the activities associated with the feature named by the subheading. 2 Applicable Standards The standards of this system include the following platform compliance standards and software: PLATFORM USED: ? Windows SOFTWARE USED: ? VB ? MS-ACCESS 2 System Requirements System Requirements: ? Hardware Requirements: PROCESSOR: 32 BIT, Intel core (i3) RAM: 256 MB HARD DISK: 40 GB MONITOR: SVGA Monitor (800*600 RESOLUTIONS) CLOCK SPEED: 266 MHz KEYBOARD: 101 KEYS MOUSE: Logitech FLOPPY DRIVE: 1. 44 MB ? Software Requirements: OPERATING SYSTEM: Windows FRONT END: VB BACK END: MS-ACCESS
MIDDLEWARE: J2EE SERVER: Tomcat4. 1 ? Software interface: • Client on Internet: Web Browser, Operating System (Windows). • Client on intranet: Client Software, Web Browser, Operating System (Windows). • Web Server: WAMP Server, Operating System (Windows) • Data Base server: MS-ACCESS, Operating System (Windows). 3 Non-behavioral Requirements 1 Performance Requirements With client and server running on the same machine, response time will be a maximum of two seconds. 2 Qualitative Requirements 1 Security This section is not complete. Additional requirements will follow. Each time there is a security violation, the log file will be updated with he login, date, and time. 2 Maintainability The system will be designed to allow the following changes: ? Database queries. ? Administration of Ms-Access. ? Archive files to database. 3 Portability The system will run on multiple platforms, in particular Windows, UNIX, and Macintosh. 3 Design and Implementation Constraints The system will be designed for the following future extensions: ? Archive call center-section data ? Use of existing category information as template for creation of a new category section ? Administration of database ? Customer access 4. 3. 4 Benefits 4. 3. 4. 1 Benefits to the Citizen: • Power of information is just a phone call away Removes the hassles of physical presence at Central Public Authority for filing application • Money saved by way of travel time / wage loss as well as for making Drafts/ Postal Order from Bank and Post Offices • Government bears the cost of transmitting the application to the Central Public Authority • Citizen’s handicap arising out of literacy level variations could be overcome by the Call Centre executives, who would understand, screen and do the necessary handholding in filing RTI applications. 4. 3. 4. 2 Benefits to the Government: • Systematic management and real time monitoring of RTI applications and first appeals. • Further improvement in transparency in government functioning. • Empowerment of Common man through easy information dissemination. • Man-hours spent by individual departments in collecting RTI applications can be saved by centralizing the process on the Portal. • Support data analysis indicating area of improvement as well as sectors demanding intervention.
