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> |<6.0> |<details> |<SAFFI> |
| | | | |
| | | | |
| | | | |
Table of Contents
1. Introduction 1 1.1.Purpose and Intended Audience 1 1.2.Scope of Product 1 1.3.Definitions, Acronyms, and Abbreviations 2 1.3.1.
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> |<6.0> |<details> |<SAFFI> |
| | | | |
| | | | |
| | | | |
Table of Contents
1. Introduction 1 1.1.Purpose and Intended Audience 1 1.2.Scope of Product 1 1.3.Definitions, Acronyms, and Abbreviations 2 1.3.1.