Srs for Bpo Management System

3146 Words Apr 2nd, 2013 13 Pages
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
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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 |

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