Contact US

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

What are the requirements for generic call centre database app?

What are the requirements for generic call centre database app?

What are the requirements for generic call centre database app?

Im thinking of making a simple generic call centre application for businesses that do outbound calling and would presently use spreadsheets to manage customer data.

Im hoping to get a discussion going between some developers that have experience with such companies as to what are the basic features best included, what platform to use?

-Be Simple!
-Require very limited tech knowledge to use
-Be being able to export data back to excel format click of a button any time
-Robust multiuser access over any network (maybe not any but most)

It would allow a non tech manager to
-import a list of contacts (excel/csv format) with any amount of fields
-then to give fields properties such as
  +   Type(address field / telephone field / displayfield / hidden field),
  +   Editable(yes/no)
-to specify additional fields that are required to hold the information agents need to pick up on a call
-to enter a list of call status' that agents select from after each record is called to signify the call outcome
-to apportion all records into sets every morning so each agent that is to call will have their own bunch of records for that day

The client app agents use would
-allow them to record their name as the caller
-show one record at a time, displaying the fields accoring to the field properties discussed above
-allow input into the extra fields defined by manager above
-allow the selection of a status for each record to signify outcome
-have a button to call windows dialer to place a call to the customer shown

The client for reporting would
-show summary by agent for a specific day, how many of each status as set above
-display all records that meet certain requirements eg certain call outcome on certain date in both a 1 record per screen and flat file list

Microsoft Access would be great except multiuser access sucks on lousy networks - what platform would you advise? An Access Project front end, sql server back end? How easy is it to create a package that installs SQL server express edition / MSDE in a fashion that wont through a non techy person?

If i was to use sql server in thinking of creating a new database for each new calling project thats undertaken with the clients choosing which to connect to. Also keeping things pretty flat file

There is a lot missing - scheduled callbacks etc (agent would have to record ID and then search for it), but im thinking simple, easy, Excel replacement. (That may be for V2.)

Thanks for bearing with me so far... ive a feeling i may be lambasted lol


RE: What are the requirements for generic call centre database app?

when i say work over a network i mean LAN

Has anyone used Derby, perhaps that is a better suited db for the backend?

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close