1. Hardware & Software Requirements.

2. Introduction.
3. Departmental Structures.
4. Current System.
5. Envisioned System.
6. ER-Diagram.
7. Snapshots.
a. Call centre management System
b. Login Form
c. Main Form
8. Code Sheets.
a. Call centre management System
b. Login Form
c. Main Form
9. Reference

Program interface displays may differ depending on the

operating system.
Computer as from Pentium, at least 266 MHz
At least 80 MB of free hard disk memory space
At least 256 MB RAM under windows XP 2000
At least 512 MB RAM under windows VISTA
Operating system
Windows XP, SP2 (32 or 64 Bit) or
Windows Vista (32 or 64 Bit, sp 1)
(recommended)

Futuristic System call center was established in 2004 with a

head of count of 20.In a short period of time, the employee strength
has grown up to 250, which shows the success of Futuristic System.
Devotion towards customer delight has been the core factor that has
been accelerating the growth of the company. The yearly turnover has
exceptionally jumped from $20,000 in the first year to $ 6 million in
the last financial year. The management has always promoted
innovative and productive ideas to make Futuristic System a better
place to work and excel. The consistent pace pf searching for
perfection in the overall activities of the cal center has always
incurred expected outcomes.
Futuristic System has always believed in setting and achieving
realistic goals stating from the level to organizational level. It has
attained tremendous customer faith, which has paid heavily in
monetary as well as professional terms. The departmental structure of
Futuristic System is shown in the following figure.

Employe
e

Call Centre

Inbounding Call

Query Details

Call Register
Training Details

Departmental Structure of Call Centre

Futuristic System maintains a manual system to manage its

departments and operations. When an employee inducted in
Futuristic System, the Payroll department maintains the employee
details, such as name, address, and phone number. The payroll
department maintains different files, such as employee detail, salary
calculation, and loan that help manage the salary related process of
employees. The customer handling department maintains various
files and registers to manage customer handling operation, such as
call registering and client feedbacks. The customer handling
department follows the following process when an employee is
inducted in the customer handling operations:
1. Employee is given a thorough training for the required
process that he would be required to work upon.
2. After the successful completion of the training, the employees
allocated with voice or text base customer support processes
as customer support executive.
3. An Inbound Calls file is maintain to keep track all the
customer calls made to different customer support executives.
The responses of these customer calls are the key to measure
performance of customer support executives.
4. The calls made by the customer support executives are also
registered in a Call Register file to prevent misuse of the
companys resources.
A client Feedback maintained to record the performance of customer
support executives according to the client feedback. The results
extracted from this file are sent to the Human Resources department
for needful action.

The existing system needs to be computerized and should help

Futuristic Systems to provide more reliable and satisfactory services
to its customers. A new system needs to be developed for Futuristic
System that should accomplish the following functions:
The new system should have an effective Human Resources
section that must be able to keep track of the induction and
training process of the employees.
A payroll section needs to be developed to facilitate employees
regarding their salary transactions.
The system should be able to manage and allocate the work
force according to the required capabilities.
It should be able to maintain the details of all the inbound calls,
such as nature of inquiry, time duration, and help provided in
the Inbound Calls section.
A proper mechanism should be provided to maintain the client
feedback or the customer support executives. An automatic
emailing should be provided to regularly send the client
feedback along with internal feedback to the human resources
executive.
A module needs to be developed to maintain the details of the
calls made by the customer support executives.
In order to develop the software system for Futuristic System, you
need to analyze the existing system and create a design for the
envisioned system. Using the case study, you need to create the
solution diagram and the application in the .NET environment.
The new system can be designed using a 3-tier architecture and
developed by using the following components:
Presentation tier: This layer consist Windows forms. The
can be used for accepting the data and displaying final
results to the users. In addition, it can be used to generate
various reports, such as payroll and client feedback.

 Business logic layer tier: This layer contains the code to

provide the logic to create the Futuristic Systems call center
management system.
Data tier: This consists of the SQL Server 2005 database to
store the relevant data.
You being a part of the software development team have assigned
with the task of creating the business tier components and integrating
the presentation tier and the data tier components for the Consumer
handling module. The files for the presentation tier and the data tier
have been created by different group of the software development
team. The following tasks are for immediate implementation:
1. Implement the functionality on the Login page to validate
user credentials and provide
the user with appropriate
features and functionality.
2. Implement the functionality on the Home page to enable the
user to be redirected on the Customer Handling page. A
message should be displayed on the page that the call center
management system is under construction. Only the Customer
Handling menu option will be enabled and other menu option,
such as Payroll and Human Resources, will be disabled.
3. Implement the functionality on the Customer Handling page
to view and update the customer support operations, such as
customer calls and responses.
4. Implement the functionality on the client and internal
feedback page to view and modify the feedbacks achieved by
customer support executives. Also enable the user to store and
view praises for the client feedback for team and individuals
in an Extensible Markup Language (XML) or text file.
5. Implement the functionality on the Call Register page to view
and analyze details of the calls made by the customer support
executives. A report is generated for these calls to prevent
misuse of companys resources.

The following figure shows the ER-Diagram of the centre

Management System.

Emp ID

Query
Response

First Name

Feedback

Query
Text

Last Name

Employee

Addres
s

Designatio
n

Phone
No

Call Centre

Query Handling

Submission Date

Emp
ID

Query ID

Inbounding Call

Call Register

Call ID
Phone No.

Emp ID

Training Details

C. First Name

C. Last Name
Tutor First Name

Call ID
Call Relevant

Type
Module Name

Tutor Last Name

Module ID

ER-Diagram of the CALL CENTRE MANAGEMENT SYSTEM

Call Centre Management System

LOGIN FORM

Main Form

Call Centre Management System

using
using
using
using
using
using
using

System;
System.Collections.Generic;
System.ComponentModel;
System.Data;
System.Drawing;
System.Text;
System.Windows.Forms;

namespace call__centre
{
public partial class Form1 : Form
{
public Form1()
{
InitializeComponent();
}
private void button1_Click(object sender, EventArgs e)
{
Form2 frm = new Form2();
frm.Show();
Hide();
}
private void button2_Click(object sender, EventArgs e)
{
}
private void Form1_Load(object sender, EventArgs e)
{
}
private void btnExit_Click(object sender, EventArgs e)
{
Close();
}
private void label1_Click(object sender, EventArgs e)
{
}
}

LOGIN FORM
using System;
using System.Collections.Generic;

using
using
using
using
using

System.ComponentModel;
System.Data;
System.Drawing;
System.Text;
System.Windows.Forms;

namespace call__centre
{

public partial class Form2 : Form

{
int Ctr = 0;
public Form2()
{
}

InitializeComponent();

private void cmdLogin_Click(object sender, EventArgs e)

{
Form3 frm = new Form3();
string LoginName, Password;
LoginName = txtUserName.Text;
Password = txtPassword.Text;
Ctr = Ctr + 1;
if ((LoginName == "call") && (Password == "centre"))
{
frm.Show();
Ctr = 0;
Hide();
}
else if ((LoginName == "callcentre") && (Password ==
"1234"))

frm.Show();
Ctr = 0;
Hide();

else
if (Ctr < 3)
{
lblMessage.Visible = true;
lblMessage.Text = "Incorrect User Name or
Password. Please Try Again";
txtUserName.Focus();
}
else
{
MessageBox.Show("Unauthorized Access.
Aborting....");
Close();
}
}
private void Form2_Load(object sender, EventArgs e)
{

}
private void txtUserName_TextChanged(object sender, EventArgs e)
{
}
private void btnBack_Click(object sender, EventArgs e)
{
Form1 frm1 = new Form1();
frm1.Show();
Hide();
}
private void label1_Click(object sender, EventArgs e)
{
}
}

MAIN FORM
using System;
using System.Collections.Generic;
using System.ComponentModel;

using
using
using
using

System.Data;
System.Drawing;
System.Text;
System.Windows.Forms;

namespace call__centre
{
public partial class Form3 : Form
{
public Form3()
{
InitializeComponent();
}
private void quaryHandlingToolStripMenuItem_Click(object sender,
EventArgs e)
{
Form8 frm = new Form8();
frm.Show();
Hide();
}
private void menuItemEmployee_Click(object sender, EventArgs e)
{
Form4 frm = new Form4();
frm.Show();
Hide();
}
private void menuItemInboundCall_Click(object sender, EventArgs
e)

Form5 frm = new Form5();

frm.Show();
Hide();

private void menuItemTraining_Click(object sender, EventArgs e)

{
Form6 frm = new Form6();
frm.Show();
Hide();
}
e)

private void menuItemCallRegister_Click(object sender, EventArgs

{

Form7 frm = new Form7();

frm.Show();
Hide();

}
private void menuItemExit_Click(object sender, EventArgs e)
{
Form3 frm = new Form3();
frm.Activate();
}
private void menuItemEmployeeDetails_Click(object sender,
EventArgs e)
{
Form9 frm = new Form9();
frm.Show();

Hide();

private void menuItemnboundCallDetails_Click(object sender,

EventArgs e)
{
Form10 frm = new Form10();
frm.Show();
Hide();
}
private void menuItemTrainingDetails_Click(object sender,
EventArgs e)
{
Form11 frm = new Form11();
frm.Show();
Hide();
}
private void menuItemCallRegisterDetails_Click(object sender,
EventArgs e)
{
Form12 frm = new Form12();
frm.Show();
Hide();
}
private void menuItemQueryHandlingDetails_Click(object sender,
EventArgs e)
{
Form13 frm = new Form13();
frm.Show();
Hide();
}
private void menuItemExit_Click_1(object sender, EventArgs e)
{
Form2 frm1 = new Form2();
frm1.Show();
Hide();
}
private void Form3_Load(object sender, EventArgs e)
{
}
private void label1_Click(object sender, EventArgs e)
{
}
}

1. SQL Server 2005 Book.

2. ADO.Net Book.
3. Visual Studio 2005.