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Call management software is a complete and customize solutions for a company handling regular queries from customer. By going through the flow of software one can easily maintain its call query database and later utilizes for decision making in promotion of its product. This software includes the management of call and its respective reports with administrative portion to provide better security.
1. Logging On to software : One can enter into the software as user or as Administrator. The administrator has all rights to maintain the software and gives permission to respective users which portion he can use in the software.
2. Management Of Software Masters : The software consists of masters where the essential details have to be entered. The master includes Initial Master, Category Master, Product Master, Complaint Master, Question Master, and Answer Master.
(i) Initial Master : It includes the essential parameters which will be required throughout the software. like state, country, call medium (Telephone, letter, fax, mail etc), call source (customer, service center, dealer etc.), call type (query, complaint, suggestion), Priority (Urgent, Normal, Low), Status (pending, forward, resolve), category (Marketing, Sales, Service, commercial), Product Category (Blades & Razor, Grooming), Received from and Forwarded to.
(ii) Category Master : In this category's subcategory are allocated. One can add as many subcategory for a category and also can modify or delete the subcategory as per requirement.
(iii) Product Master : In Product master product subcategory are allocated according to there category, subcategory, and product category. In here also product subcategory can be added, modified and deleted.
(iii) Complaint Master : In Complaint master complaint category are allocated according to there product category and product subcategory. In here also complaint category can be added, modified and deleted.
(iii) Question Master : In question master questions are allocated according to there complaint category. In here also questions can be added, modified and deleted.
(iii) Answer Master : In Answer master answers are allocated according to there complaint category and question. In here also questions can be added, modified and deleted.
3. Management of Calls : Management of call includes four modules Log a Call, Forward a call, Receive Feedback, and Resolve a call.
(i) Log a Call : In this caller details and call details are entered. One can add, Modify, forward and resolve the respective call.
(ii) Forward a Call : Call can be forwarded according to there forward ref. No. The details are displayed as the ref. No is entered then it can be forwarded to respective person.
(iii) Receive Feedback : In this call number is entered and required actions are entered.
(iv) Resolve a Call : Call can be resolved as per by medium like Letter, Fax, and e-mail. The call is then closed.
4. Queries : Queries are generated according to call details, pending feedback, pending calls, and closed calls. Call details are queried by call number, last name, and between dates. Pending feedback are queried by date, priority, and person. Pending calls are queried by date, priority, urgent, normal, low, and forward to. Closed calls are queried by call number, last name, product, and between dates.
5. Reports : Reports are generated according to call medium, Call source, Call type, Mean time to resolution, call ageing, category, Strategic Business Unit (personal care, House hold, personal diagnostics) and stock unit analysis (personal care, House hold, personal diagnostics) .
6. Administrator Portion : In administrative portion administrator can create new user, change password and view user details.
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