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The Customer Relationship and Management System streamlines interactions and enhances agent performance. Key features include generating reports on agent activities, recording client preferences, and managing inbound calls for complaints and inquiries. The system enables outbound notifications via SMS and email, monitors agents across departments, and supports quality assurance through call barging. This comprehensive overview covers transaction processes, inbound and outbound call management, and reporting on agent and call activities, offering insights into operational efficiency and client engagement.
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CUSTOMER RELATIONSHIP AND MANAGEMENT BSIT 4106 – 05A Dasas, May Ann M. – Project Manager Gargar, Lolet G. – Business Analyst Jimenez, Edison N. – System Analyst Ladia, Victor Oliver D. – Lead Programmer Bolor, Mary Jane P. – Document Specialist
What the system does as a whole? • Generating reports of activities of the agents within the system. • Recording of Clients preferences. • Receiving of inbound calls from the clients(complaints, FAQ’s, inquiries, promos, etc.) • Sending of notifications through SMS and email via phone. • Monitoring of agents in every departments. • Barging of calls (QA). • Serve as a front liner of all the operation subsystems(Flight and Engineering, Flight Reservation, HTC Reservation, Marketing).
Transactions Covered • Receiving and barging calls. • Sending of Notification via SMS. • Monitoring of Agent’s activities. • Tracking of Agent assigned on each department. Queries • List of Inbound calls - Inquire - FAQ’s - Feedback - Suggestions • List of Outbound calls -Cancelation of flight.
Reports • List of Agents reports • List of Agents activities • List of Calls (inquiries, FAQ’s, complaints) Special Technology • Email and SMS notification. • Barging of calls. • Major differences to the other system • Tracking and monitoring of calls • Quality Assurance for Clients.
