UML USECASE DIAGRAM:

customer

Making call

Problems

Record the information

Finding Solutions

customer care agent

Searching Technical Team

Technical agentRepaired/Replaced

Fig: 1 Use case Diagram for BPO ManagementDescription:

This Use case diagram illustrate the simplified form of the actions performed by the customer (actor) and what the actions performed by the customer care and technical agent.

UML ACTIVITY DIAGRAM

Making Call:

check the number

enter the number

re dial

call is established

no

yes

Fig: 1.1 Activity Diagram for Making Call

Description:

The customer calls the customer care by their tool free number.

Problems:

customer details

ask the problems

call is ready for recording

again ask the details

yes

no

Fig: 1.2 Activity Diagram for Problem

Description: The customer tells the problem to the customer care, Hershel can tell the problem to the customer care and it is done processed for the next step.

Finding Solution:

anlyse the recorded information

NewState3

customer care

finding solutionsno

yes

Fig: 1.3 Activity Diagram for Finding Solution

Description:

Customer care can hear the recorded information and the hiding the appropriate a solution for the problem if problem is found means then it is searched for some technical teams.

Searching Technical Team:

solutions

replaced new product to the customer

repair the product

delivered to the customer

check whether the product has been repaired

yes

no

Fig: 1.4 Activity Diagram for Searching Technical Team

Description:

If problem is found means then it is searched for some technical teams

Replaced/Repaired

gathering the faults which are given by the customer

analyse where the fault has been occured

debugging the faults

repaired/replaced

if solutionis found

Fig: 1.5 Activity Diagram for Replaced/Repaired

Description:

If the solution is found in the product means repaired the product (or) otherwise replaced the new product and delivered to the customer.

UML SEQUENCE DIAGRAM:

customercustomer customer carecustomer care technical agenttechnical agent

1: making call

2: problems

3: record the information

4: finding solution

5: searching technical team

6: repaired/replaced

Fig: 2 Sequence Diagram for BPO Management

Description:

A sequence diagram illustrates in a kind of format in which the customer interact with customer care service via making call.

This diagram shows the step by step conversation between the customer, customer care and technical agent.

UML COLLABRATION DIAGRAM:

customer

customer care

technical agent

1: making call2: problems

3: record the information

4: finding solution

5: searching technical team6: repaired/replaced

Fig: 3 Collabration Diagram for BPO Management

Description:

This collaboration diagram describes the relationship between customer care and technical agent. It gives a detail view of communication among customer and customer care service.

UML CLASS DIAGRAM:

making call

customer namecustomer number

call()

problems

customer carerecord the informations

record()

finding solutions

technical agentsfaults/defects the productsdebug the products

find solutions()

repaired/replaced

technical agentcustomer carecustomer

repaired the product()replaced the product()

Fig: 4 Class Diagram for BPO Management

Description:

The UML includes the class diagram illustrate how the customer interacts and getting solutions to his problems. This gives the sequential process like making call, submitting the problem, finding the solutions and repaired/replaced the problem.

UML COMPONENT DIAGRAM:

making call

problems

finding solution

Fig: 5 Component Diagram for BPO Management

BPO MANAGEMENT SYSTEM

Aim:

To implement the BPO using in SDLC (Software Development Life Cycle) to help the customers in the product details and requirements.

Abstract:

The aim of this project is to create the BPO management. The main responsibility of developing the BPO is in name of call center service.BPO provides 24*7 service .the BPO service is provided by both male and female. The basic requirements for working in BPO service is fluent in English and good knowledgement about different places, products and etc. The BPO center gets calls from different locations in the world. Those calls are trusted to anyone of the staff who is working in that particular BPO service, they should provide information and get the complaints from the customer and clarify the doubts and they should fulfill the customer needs.BPO service also used for marketing the different products available around the world. BPO is a very useful service in the present world and it is very much needed. The BPO is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business function (or process) to a third party service provider. Originally, this was associated with manufacturing firms, such as coca cola that outsourced large segments of its supply chain. Refer to the outsourcing of business processing services with labor from an outside firm.