Bpo Management

Topics: Business process outsourcing, Process management, Business process Pages: 1 (264 words) Published: March 27, 2011
The objective is to develop a software for BPO management system. Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. BPO management system is used to effectively manage the business activities of a BPO organisation. This system adopts a comprehensive approach to minimize the manual work and schedule resources, time in a cogent manner. It is designed for hiring any company, that is , it is generalised system for business process management. The core of the system is to maintain employee details and customer details and company details. Employee details include id, name, address, shift timings, category (based on the field of expertise), number of calls attended and salary details. Salary increment and perks (employee benefits) for each employee will be done in the end of the month depending upon the number of calls attended for that given month. Employees recruited for various companies will be trained according to their expertise and will be given knowledge about the other departments also so that they can handle the calls of other department when they are idle. Customer details include name, phone number, address, area of complaint or area of doubt. For a complaint registered for more than a given span of the time (say 15 days, depending on the hiring company) the complaint will be logged into a separate file for immediate processing. Company details include the name of the company, number of employees working for the company and the contract details.
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