Design and development of TT&T call center system

Abstract

In current competitive environments , many business organizations face severe competition to meet customer requirements. Customer satisfaction needs to be a corporate target. Technology of information systems management has an important role to play because it is the heart of the daily activities and a major consideration for corporate business. Call Center ( customer service response units ) are a strategy employed for distinguishing service as it is the critical contact point between the customer and service provider. TT&T company has invested in call center. Its call center used a manual system, where the first step in the process was for call center operators to record calls by writing on forms. The second process was to dispatch CAR ( Corrective Action Request )orders to appropriate departments. The third process was to receive solutions and finally announcing the results to the customer. Manual system using many steps processes are slow, inconvenient and inefficient for customers, call center operators, and the flow of work. The aim of this research is to design and develop a new web-based call center application. The prototype was trailed at TT&T company by using a paperless, web- based software system. The methodology consists of preliminary investigation of the old system, determining user requirements, design of alternative systems , development of software application, system testing, and finally implementation and evaluation . The results of the design and development process at TT&T Call Center suggest improving that are possible. With this system users can access the application on any computer which is connected to the intranet. The application adds convenience and speed to work-flow and it reduces overuse of paper in the office. The other benefit is the automatic reports generated for use by the management committee. Clearly this research has shown the benefits of moving from a manual system to a web-based application system. There are however problems associated with such a move. One, is the faceless impersonal service offered by applications. The other is the unreliability of networks. However, the benefits to customer from this system outweigh the disadvantages.