Srs for Bpo Management System

CALL CENTRE focusing SYSTEM Vision Version <6. 0> ABSTRACT A annunciate option meat is an ara where several node service representative (CSR) agents be located to man a bank of telephones and information processing trunk terminals. These agents are peculiarly trained on telephone etiquette, the type of node queries, that may countermand and on how to respond to these queries in a quick and efficient manner.A refer circle around nookie likewise equipped with an automatic cancel discourse arranging like an Interactive Voice Response arranging (IVR) so that all routine, repetitive queries anticipate nub has tremendous impact on business. shout piazzas for selling goods and services, as sanitary as shoot the breeze centers for providing node care, is going to become a familiar part of the business of around every person. waul centers also pioneered the developed of self-service via the telephone, using synergistic voice response technology.It is provi ding a richer and friendlier environment for self-service transactions than the quality telephone can be answered by the remains without the client having to say to a CSR agent Revision History Date Version rendering Author <18/JAN/2013> <6. > < enlarge> <SAFFI> Table of Contents 1. Introduction1 . 1. Purpose and think 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 commentary6 2. 1. Product Perspective6 2. 2. Product Features6 2. 2. 1. Data direction6 2. 3. user Characteristics7 2. 3. 1. determination- encase Diagram7 2. 3. 2. participants7 2. 3. 3. Use- miscue translations7 2. 3. 4. Scenarios8 2. 3. 5. exploitermanual 8 2. 4.General Constraints12 2. 5. StakeholderProfile 12 2. 6. drug userEnvironment 12 3. Product Overview6 4. Specific Requirements13 4. 1. External Interface Requirements13 4. 1. 1. User Interfaces13 4. 2. body Requirements18 4. 2. 1. Hardware requirements18 4. 2. 2. Software requiements18 4. 2. 3. Software port wine22 4. 3. Non-behavioral Requirements28 4. 3. 1. work outance Requirements28 4. 3. 2. Qualitative Requirements28 4. 3. 3. Design and execution of instrument Constraints28 4. 3. 4. Benifits29 Vision Introduction 1 Purpose and Intended Audience wawl Center Management System is an Intranet and Internet Application which deals with Automation of a call center, Recruitment, performance of call center decision makers, payroll solicitude and also deals with client Queries. 2 Scope of Product This system shall give a result to ensure that the client can use the proposed unseasoned convey to access information as well as submit acts and archetypical-year put forwards.System shall comprise of the Call Centre and the tissue Portal. We would like to chief(prenominal)tain a common diligence to submit applications/first collectings recei ved through the proposed impertinently channels i. e. Call Centre and Portal. This common application shall be the Web Portal. Customers can be Citizens as well as administration officials. Broadly, the range of work leave comprise the succeeding(a) 1. Setup, Operate and Maintain Call Centre 2. Develop, Implement and Maintain Portal 3. Provisioning of Data Centre casualty Recovery services for hosting of Portal 4.Training to Government Personnel 3 Definitions, Acronyms, and Abbreviations 1 Definitions The definitions in this arm are given in the context of the intersection point being developed. This intention is to assist the user in their understanding of the requirements for the system. boundary DEFINITION A-K Program outcomes defined by BPO management system.Please refer to 1 for a exonerate list. Archive To maintain information in a designated secretary in BPOMS, data give be maintained in the telephone exchange data free-base. Assessment The systematic and periodic evaluation of whether call centre executives are suitable to answer all the client queries. Call center morsel A center request number profound database An MS-Access database maintained by the BPO company to store queries related to call center. Product Request count Unique, five-digit identifier assigned by the system to identify each course of instruction 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 alone to the intended receiver. Mapping The linkages of two objects, e. g. , a guest examination to a solutions in the database. System outcomes This will include the sections comes under call center in which client can hold their queries. Property list A list of properties or attributes associated with an object in BPOMS this is a list of login reports of the node 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. host 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 employ to adjust a value. 3 Acronyms ACRONYM MEANING BPOMS BPO Management System CSR Customer Service Representative PRN Product Request Number database management system Database Management System DFD Data Flow Diagram GUI in writing(p) Use Interface OMT Object Modeling Technique SRS Software Requirements condition TBD To Be Determined IVRS Interactive Voice Response system 5 Abbreviations ABBREVIATION MEANING e. g. For example Id Identification i. e. Such as info. tuition 5 Overview The SRS is divided into three major sections Introduction ( segment 1), General Description ( sectionalizatio n 2), and Specific Requirements ( atom 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 incompatible 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 portholes. Behavioral Requirements (Section 3. 2) organizes the requirements in the pursual categories same class of user, related real-world objects, stimulus, related features and functional requirements. Non-behavioral Requirements (Sect ion 3. ) consists of performance and soft requirements, as well as design and implementation constraints. Section 3. 4 outlines database, trading 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 BPOMSs functionality can be found in Section 2. 2. There are various existing products that ware similar functionality to BPOMS. Although the some software products provide many of BPOMSs features, the ability to manage and present outcomes to assessment items is not supported. 2 Product FeaturesThe main purpose of this system is to increase a companys flexibility. However, several sources have different ways in which they perceive organizational flexibility. Therefore business physical regale 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 cross 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 chase subsections present the Use-Case model for BPOMS. After presenting the use-case diagram, the section describes the actors, use cases, and scenarios. See supplement A for the high-level use-case diagram. 1 Use-Case Diagram See Appendix B for a high-level, use-case diagram 2 participantsBPOMS 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. rally 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 adaption This module deals with Customer Registration to the web site before querying to the call center Executive. Customer QueriesThis module deals with queries put forth by the customer through post. Recruitment module This module deals with Recruitment process of a call center executive payroll ModuleThis 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 unparalleled login name and cry. 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 slip by relationship are as follows Set tidings The customer can set the password for accessing and entering information on the system. Set spot 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 c ustomer 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 necessary 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 chimerical 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 va lue 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 epoch 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 payment 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 t o 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 instruction 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 arbitrate 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 chase 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 OverviewThe project gets the queries from the various customers and stores them in a centralized data store. When in that location are number of queries the queries are stored up in a queue and then the queries are svelte one b y 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 understand 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 customers 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 inter faces 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 make 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 utilise ? Windows SOFTWARE USED ? VB ? MS-ACCESS 2 System Requirements System Requirements ? Hardware Requirements central processor 32 BIT, Intel core (i3) RAM 256 MB HARD DISK 40 GB MONITOR SVGA Monitor (800*600 RESOLUTIONS) CLOCK SPEED 266 MHz KEYBOARD one hundred one KEYS MOUSE Logitech FLOPPY DRIVE 1. 44 MB ? Software Requirements operate SYSTEM Windows FRONT END VB BACK END MS-ACCESSMIDDLEWARE J2EE SERVER Tomcat4. 1 ? Software interface Client on Internet Web Browser, operate System (Windows). Client on intranet Client Software, Web Browser, Operating System (Windows). Web Server WAMP Server, Operating System (Windows) Data Base emcee MS-ACCESS, Operating System (Windows). 3 Non-behavioral Requirements 1 Performance Requirements With client and innkeeper running on the same machine, response time will be a maximum of two seconds. 2 Qualitative Requirements 1 protective cover 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 followin g future extensions ? Archive call center-section data ? Use of existing category information as usher 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 Citizens 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. say-so 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 cranial orbit of improvement as well as sectors demanding intervention.