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SYNOPSIS

This project entitled Call Center Management System is developed to maintain

the call details that are made by the customer for the case of servicing or marketing of the particular s/w or h/w products. So this project done to reduce the manual work in the case of

maintaining the details manually. It is also used to maintain the engineers customer details.

The reports are generated for the particular call checking whether the status of the call is

closed or pending.

MODULES:

The project module includes the old or new customer details, the engineer details, andthe reason for the call, whether the call is for Servicing (or) Marketing purpose. If it is

servicing, the problem description for the call whether it is hard disk or printer problem and

the details of the engineer allocated for the particular call, and also check whether the status

of the particular call is closed or pending.

The project entitled Call Center Management System includes the following

modules.

Call Details

Call Allocation Details

Customer Details

Department Details

Engineer Details

In Call Detail we are maintaining details of the call received from the customer whichincludes customer name, call type, Call no, call date, custname, priority of the call, person to

be attended. After validating the call it is stored in the corresponding department. In

Customer details, the details of the customer namely customer name, customer address,

phone number, company name are maintained. In Engineer details, the details the engineer

who is attending the call including engineer name, id, designation, department are

maintained.

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TABLE OF CONTENTS

Chapter No. Title Page No.1. INTRODUCTION

1.1 Organization Profile1.2 About the project1.3 Need for Computerization1.4 Hardware & Software Configuration1.5 Software Features

2. SYSTEM ANALYSIS2.1 Existing System2.2 Proposed System

3. DESIGN PHASE

3.1 Context Analysis Diagram3.2 Data Flow Diagram

4. SYSTEM DESIGN & IMPLEMENTATION4.1 Database Design4.2 Input Design

5. TESTING5.1 Unit Testing5.2 Validation & Verification5.3 Integration Testing5.4 System Testing

6. CONCLUSION7. BIBLIOGRAPHY

APPENDIXA. ReportB. Sample Coding

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Declaration Declaration

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Acknowledgement Acknowledgement

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CertificateCertificate

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Synopsis Synopsis

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Introduction Introduction

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System Study System Study & Analysis& Analysis

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Scope for Further Enhancement Scope for Further Enhancement

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System Design System Design

& Development & Development

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System Testing and System Testing and Implementation Implementation

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ConclusionConclusion

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Bibliography Bibliography

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Chapter - I Chapter - I

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Dedicated to Dedicated to

My Beloved Parents, Teachers My Beloved Parents, Teachers

& Friends& Friends