CALL CENTRE MANAGEMENT SYSTEM

A project proposal submitted to

Instructor: Prof. Anil Maheshwari Academic Associate: Ms. Neha Singh

in partial fulfilment of the requirements of the course

INFORMATION SYSTEMS FOR BUSINESS

On Jan 14, 2013 By Aabhas Gupta Agawane Rohan Ramesh Ankit Sisodia Arpit Maheshwari Ashwin Gopalakrishnan K Nikhil Narayana Pallavi Bhagavatula Section A , Group A10

INDIAN INSTITUTE OF MANAGEMENT, AHMEDABAD

Table of Contents
1. Project Scope ...................................................................................................................................... 3 1. 1 Industry ........................................................................................................................................ 3 1.2 Processes....................................................................................................................................... 3 1.3 Objective ....................................................................................................................................... 3 2. Interviewee Details ............................................................................................................................. 4 3. Interview Summary ............................................................................................................................. 4 3.1 Critical Success Factors ................................................................................................................. 4 3.2 Functions ....................................................................................................................................... 4 3.3 Organisational Structure ............................................................................................................... 5 3.4 Reports and Stakeholders ............................................................................................................. 5 3.5 Performance Metrics .................................................................................................................... 6 3.5.1 For Agents .............................................................................................................................. 6 3.5.2 For Team Leads ...................................................................................................................... 6 4. Context Level System Diagram ........................................................................................................... 7 5. High Level Description of Business Process ........................................................................................ 7 6. Project Plan/ Gantt Chart .................................................................................................................... 8

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1. Project Scope
1. 1 Industry
The objective of the project is to design a Management Information System (MIS) for a call centre. The industry chosen i.e. the call centres client is the Telecom industry. A call centre for the telecommunications industry performs a number of functions in response to user/caller provided input. In addition, it provides specific pieces of information to customers so that execution can happen at the front end/user level.

1.2 Processes
A call centres processes for the telecommunications industry can be broadly classified into 2 inbound and outbound calling. Inbound calls are initiated by telecom subscribers and involve the call centre responding to specific customer requests e.g. bill plan changes. Outbound calls are made proactively by the call centres agents on behalf of the client and are usually used for revenue collection / lead generation e.g. payment reminders. As part of this project, we will focus designing an MIS for inbound calls.

1.3 Objective
The project will broadly attempt to: Establish the critical success factors for a call centre in the telecom industry Model the most critical functions and processes that an MIS would need to perform in the call centre. Model information flow among and between these processes. I.e. both intra-process and inter-process Determine the information needs and requirements of the most important entities in the process and the roles played by them Establish the hierarchy of information flow in the system i.e. who has access to what information Model performance management metrics to assist managers in assessing employee performance Design a sample database that would be needed by the system Design critical reports that would be generated by the system at pre-defined intervals, as well as reports that can be generated on demand by the management
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2. Interviewee Details

Expert Name Contact Information Organization Designation Overview of Role

Gautam Khanna +91 9999903908 Spanco BPO Vice President, Operations Responsible for domestic business operations Manages Gurgaon site of 3000+ agents and 10 direct reportees Account Head for India operations

Experience

17 years

3. Interview Summary
3.1 Critical Success Factors
The critical success factors in the call centre industry are INTERNAL i) People management: Hiring, retention and performance ii) Strong internal processes for training and quality management EXTERNAL i) Client Management ii) Management of Service level indicators and Key Performance indicators

3.2 Functions
More than performing functions, the call centre also provides correct information to customers related to various processes and the real execution of functions often happens at customer end. Inbound calls for pre-paid & post-paid customers are divided into the following three broad categories:

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QUERIES: Answer customer queries, For example: new plans, promotional offers, value added services

COMPLAINTS: Log customer complaints in the customer relationship management system which can be viewed by clients. For example: Incorrect billing, pre-paid balance deduction, call barring etc.

REQUESTS: Customer requests for activation of value added services, new plans, new number, new SIM card etc.

Outbound Calling is primarily done for sales. For example: Pitching to existing customers for a second new similar number, selling value added services and new plans. The agents, trainers, team leads and operations manager are involved in all these operations. In addition, the client technical team is involved in the case of complaints and requests.

3.3 Organisational Structure

CEO

Executive Assistant Sr. Vice President Operations VP Operations Site Admin Heads VP - Sales/ New Business VP Tranisition VP - Human Resources VP Information Technology

CFO

VP - Training

VP - Quality

BD Managers

Account Managers

3.4 Reports and Stakeholders

REPORTS Daily Report primarily consists of: Total Call Volume Total Calls Answered AHT (Average Handling Time) Abundance Rate
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STAKE HOLDERS Client VP Operations for resource management Bill desk for Billing

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Author: MIS Team Frequency: Daily Quality Score Overall Performance of the Agent on a Call: Call Handling AHT (Average Handling Time ) Overall quality score of the call based on various metrics Author: Quality Team Frequency: Weekly Shrinkage & Attrition Report Author: HR & Ops Frequency: Weekly

Operations Manager Client

Team Leads Operation's Manager VP - Operations

3.5 Performance Metrics

3.5.1 For Agents

Login Hours Average Handling Time Total Calls answered Call Quality Score

3.5.2 For Team Leads

Total Login hours for the entire team Shrinkage and attrition amongst team Number of calls answered Average handling time Quality Score

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4. Context Level System Diagram

5. High Level Description of Business Process

Since a telecom call centre performs multiple processes, this report takes the example of a customer request for a new SIM card as a sample process and provides a high level business description. STEPS 1 ACTOR/ ENTITY AGENT INFORMATION FLOW Takes the customer request, enquires if the card is lost or stolen Enters information in the system and the technical team of the telecom company blocks the SIM based on the request. A recorded voice file of the customer & agent is stored for the blocking request. Takes request for new SIM
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AGENT & TECHNICAL TEAM OF TELECOM COMPANY

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 3 CUSTOMER

CUSTOMER SERVICE OFFICER

Confirms customer location Informs the customer to visit the nearest store of the telecom company with required documents Goes to the nearest Store Fills the new SIM card form Attaches the self attested required documents Submits to the Store Customer Service Officer. Files the new form along with documents & issues a new SIM to the customer

6. Project Plan/ Gantt Chart

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