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Introductory Pages for Final Report

PROJECT TITLE
A Project Report on Various Information and Financial systems
designed in Touchstone Communications

Title: TERM PROJECT

Course: Management Information Systems

Programme: MBA (Professional)


Submitted To
SIR OMER IJAZ

Under Taken By
SUMERA MALIK #BMBE183006
MOIN ZAHOOR #BMBE 18
ISHFAQ KIYANI #BMBE 18
YASIR NADEEM #BMBE18
TABLE OF CONTENTS

PROJECT TITLE……………………………………………………………….(I)
DEDICATION…………………………………………………………………..(II)
FINAL APPROVAL…………………………………………………………...(III)
DECLARATION……………………………………………………………….(IV)
ACKNOWLEDGEMENT………………………………………………………(V)
PROJECT BRIEF……………………………………………………………..(VI)
EXECUTIVE SUMMARY…………………………………………………....(VII)
PREFACE…………………………………………………………………….(VIII)
POINTS AT GLANCE (PROTO)…………………………………………….(1)
1.1 INTRODUCTION OF ORGANIZATION
1.2 HISTORY…………………………………………………………………
1.3 MISSION STATEMENT……………………………………….………..
1.4 OBJECTIVES……………………………………………………………
1.5 ORGANIZATIONAL STRUCTURE………………………….………...
1.6 INFORMATION SYSTEMS…………………………………………….
1.7 SENIOR MANAGEMENT………………………………………………
1.8 PRODUCTS……………………………………………………………..
1.9 PROJECTS………………………………………………………………
SOURCES OF INFORMATION……………………………………………..(2)
REFERENCES (Proto)…….………………...……………………………....(3)
QUESTIONNAIRE………………………………………………………..…..(4)
DEDICATION

“We dedicate our efforts to our parents and our respected


Teacher”
FINAL APPROVAL

This is to certify that we have read this term project entitled “HR Strategies of XYZ”

submitted by Group member names required and its our judgment that this document is

of sufficient standard to warrant its acceptance by Institute name for the TERM

PROJECT requirement in M.B.A Degree Program.

Committee:

1. Dean _________________________

2. HOD _________________________

3. Instructor ____________________________
DECLARATION

We here by declare that this term project of “Principles of Management” to do a

research on it, is neither as a whole or as part have developed report entirely on the basis

of my personal effort, made under the guidance of our course instructor “Name”.

No portion of this work presented in this dissertation has been submitted in support of

any application for any other course of any other degree program or qualification of this

or any other university or institute of learning.

It is further stated that whole document is the fulfillment for the “TERM PROJECT”

requirement in MBA Degree Program. We understand and transfer the copyright for this

material to the Department of Commerce, Institute Name.

Signatures of Group Members with Names Required HERE in bulleted form


Acknowledgement
Acknowledge only real indebtedness. It is not necessary (although
permissible) to thank family, friends, or the members of one's committee.
Acknowledgment must be made of any grants or other aid (especially
financial) received in support of the investigation. This section should be
brief and in good taste.

PROJECT BRIEF
PROJECT TITLE: FINAL PROJECT ON …….????

OBJECTIVE: TO DO A ?????

UNDERTAKEN BY: GROUP MEMBERS

SUPERVISED BY: INSTRUCTOR NAME

TITLE: TERM PROJECT

SESSION: “2010-12”

PRGRAMME: M.B.A

SOURCES OF Internet /Practical


INFORMATION:
EXECUTIVE SUMMARY

Touchstone has two main departments support and Operations. Support


department is further categorized in to Finance & Management Information
system, Administration, and Human Resource, IT, Dialer Admin, Quality
Assurance & compliance. Operation includes Sales department and
Transcriptions. Like any other BOP industry Touchstone Communications
deals in accounts payable and accounts receivable, telemarketing, negotiation
and closing, inquiry handling, field support, payroll benefits, direct
procurement, indirect procurement, contract manufacturing, product/service
creation, warehouse management, inventory management and logistics
distribution. Touchstone has following applications Data Entry Services /
Data Processing Services, Business Transaction Data entry like sales /
purchase / payroll, Data Entry and compilation from Web site, Data Entry
into Software Program and application, Data Conversion for databases, word
processors, spreadsheets. The three main elements involved in running a
Customer Relationship Management (CRM) center (call center) are
Computer Telephony Integration (CTI), Contact management application
software and the telephone network. Touchstone has Computer Telephony
Integration (CTI) and it offers any company that implements a CRM center
the ability to maximize the use of information about its customers, which
may be most valuable asset the company owns. Other important elements
include firstly Automatic Call Distribution (ACD) to automatically distribute
incoming calls to agents and to monitor the response times and distribution
of work. Secondly an Interactive Voice Response (IVR) system to lead the
caller through a menu structure enabling him or her to automatically carry
out transactions such as the transfer of money, getting a balance, requesting
fax-back information and ordering tickets or goods. Advanced features
associated with CTI include Screen Pop-up, which allows information on the
calling customer and his requirements to be presented at the agent’s desktop
screen. Also the other elements namely contact management software and
the telephone network is organized as per their requirement in the centers.
The Touchstone (BPO) functions that are outsourced can be divided into
horizontal services and vertical services. Horizontal services includes
Financing and Accounting, Customer Services, Transaction Processing,
Human Resource, Contact development, Financial Research & High end
Engineering. Vertical Services of Touchstone Communications are
Healthcare, Financial Services, Insurance and Transcriptions. Finance
department is mainly using QuickBooks Edition Accounting software for
business payments, manage and pay bills, and payroll functions.
Management Information system is integrated with CRM which is
customized according to client requirements. Touchstone has a proper
Business continuity plan which makes sure business runs in smooth direction
without any interruptions. Top level managements of Touchstone
communication includes CEO, CFO, GM & Board of Directors whereas
middle level includes Directors, Project Managers & Assistant Project
Managers and lower level includes Team leads, coaches and Trainers.
Touchstone has a Quality Assurance department for monitoring the quality of
the sales calls although this is a good business strategy, employing a large
number of agents performing quality assurance manually is not really that
efficient but the recommendation is to use the Artificial Intelligence to
improve the service quality of the center. Another recommendation is to use
Salesforce for securing larger number of customer data which can be helpful
in revenue generation.
PREFACE

This project report is all about financial systems, Management Information system and

Sales systems policies implemented in Touchstone Communications. It has helped us to

cover the requirements of Our MBA-Professional course during the academic year 2018-

2019 and to study the practical approach of various systems such as Financial and

Information systems included in Management Information System course.

In the project the following have been covered to understand the board polices of the

Company, the Organizational structure of Finance and Management information

department, Company’s CRM policies, Sales submission systems, Database

requirements, software implantations, strategies and structures and the current IR issues

in the company.

An attempt has been made to observe Company’s lead generation methods, data recovery

system, Sales portal and reporting systems which play a vital role in Company’s Sales

department.

Throughout the development of the project we had a great experience of various

strategies that can be applied in the development of the project. This project is the

stepping stone of our carrier. We are pleased to present this project. Proper care has been

taken while organizing the project so that it is to comprehend.


Chapter – I
Introduction to the Organization
Company Profile
1.1 Introduction of Organization
Touchstone Communications is a well renowned BPO industry in Pakistan.
Touchstone Communications' primary operation in Islamabad, Pakistan has capacity for
more than 1,800 CSRs or 15,000 hours of daily service to clients around the world.
Pakistan was selected because Touchstone can successfully recruit from the top 10% of
the employment pool whereas, call centers in India have difficulty recruiting from the
50% deciles; and call center employees in the U.S. rank among the lowest in terms of
education, reliability and retention. Touchstone employees are primarily college
educated, career minded men and women who are highly dedicated and motivated to be
part of a successful U.S. client team.

1.2 History

1.3 Vision
To be a market leader in providing outstanding quality customer service for all our new
and existing clients

1.4 Mission Statement

Exceeding our client’s expectations is our #1 priority. We are determined to build fruitful
partnerships by delivering nothing but quality. We believe that integrity and ethical
business practices are key to building trust and long term relationships. We are committed
to bring a positive and quality centric contribution to our client’s business goals through
excellence.

1.5 Objectives
 Create visible opportunities for Agent career progression
 Act on Customer Feedback
 Agent Empowerments to deliver excellent customer service
 Focus on Internal and External communications
 Investment in best Technology
 Maintain a clean and comfortable working environment

1.6 Organization Hierarchy Structure


Chapter-2
The Finance System of a Call Center Industry
2.1 Finance Department
QuickBooks is an accounting software package developed and marketed by Intuit.
QuickBooks products are geared mainly toward small and medium-sized
businesses and offer on-premises accounting applications as well as cloud-based
versions that accept business payments, manage and pay bills, and payroll functions.

QuickBooks
Developer(s) Intuit Inc. [1]

Stable release 2018

Operating system Microsoft Windows[1]

macOS (USA only)

Type Accounting software

License Proprietary

Website quickbooks.intuit.com
Chapter-3
Management Information Systems

Automatic call distributors and/or dialers


All call centers need a system to process calls and other interaction
types like email and chat, as necessary. Automatic call distributors
(ACDs) and/or dialers are core call center systems; all other
applications are intended to complement and improve the
performance of these two underlying systems. Inbound call centers
use an ACD to manage the flow of incoming calls and to route them
to the most appropriate agent. Meanwhile, outbound call centers
require a dialer to place and complete calls.

A CRM application/call center servicing application


is the second most important technology in call centers. Agents use
the servicing application to respond to customers with an
understanding of their relationship and value to the enterprise. Call
center agents also use the servicing application to document
customer issues or requests and steps that were taken to address
those issues. This creates a record of interactions that can be
accessed the next time the customer reaches out for help.
Campaign management system:
Outbound call center organizations require a campaign management
system (CMS) to let the dialer know whom to contact, or to produce a
list of phone numbers or email contacts. A more sophisticated CMS
will allow agents to record how each customer has responded to a
given campaign.
Call recording systems
All sales contact centers and many customer service environments
inbound or outbound – require recording systems to capture all
interactions so that they can be replayed if there is a question about
an interaction. Some organizations just capture calls; others capture
both the call and related screens used to service the customer. The
most sophisticated recording systems capture all interaction types,
not just calls.
Interactive voice response systems/speech recognition systems
are self-service tools that automate the handling of incoming customer
calls. Advanced interactive voice response (IVR) systems use speech
recognition technology to allow customers to interact with the IVR by
speaking instead of pushing buttons on their phones. IVR/speech
recognition systems can help companies keep their costs down and often
automate the handling of 40 to 85 percent of all incoming customer
inquiries in industries, such as retail banking, credit card, brokerage,
insurance, health care and utilities. Some enterprises also claim that
IVR/speech recognition improves service quality, since an automated
system can be available when live agents are not on duty. An increasing
number of outbound call centers – particularly those doing collections and
sales — are using IVR systems to increase their effectiveness and
productivity

Workforce management software is used to forecast the volume of calls


(or other interaction types, like emails and chat sessions). Workforce
management (WFM) software can help call center managers schedule
the optimal number of agents to meet projected needs, taking into
account agent breaks, training classes, planned vacations and
unplanned sickness. WFM software can automate the process of
determining the number of agents that must be hired to ensure that
customer transactions are handled at a specified service level. WFM
is considered essential for inbound call centers with 100 or more
agents or smaller centers that are complex, operating multiple sites
and/or handling a variety of interaction types. Recently, outbound call
centers have also started to use WFM.

Quality management applications


are used to measure how well call center agents adhere to internal
policies and procedures. These applications are increasingly
considered mission-critical for inbound call centers, as they give
management insight into call center performance. Quality
management (QM) applications are starting to be used in outbound
call centers and will eventually become as valuable in those
environments as they are in inbound centers.

Computer telephony integration (CTI) connects the ACD to the servicing


or CMS application. At the most basic level, it delivers a “screen
pop,” bringing up the customer’s account on the agent desktop when
it delivers a call. This saves the agent from wasting time looking up
customer information and it saves the customer the aggravation of
having to provide redundant identification or account numbers. CTI is
a major productivity tool for many call centers.

it’s essential to mention the two primary mechanisms used to transport call
center interactions, Time Division Multiplexing (TDM) and Internet Protocol
(IP). TDM is the traditional way of moving calls, and IP has recently replaced
TDM as the primary mechanism for transporting call center transactions. IP has
two primary advantages; it is agnostic about what it moves (calls, emails, chats,
faxes) and it can be carried over the less costly, standard telecom data network
rather than the old-fashioned voice network designed for analog signals
communications.
The systems described above are considered essential and are found in the vast
majority of call centers with more than 250 agents. However, there are many
other call center solutions – some old and some relatively new – that also add
great value to enterprises and their customers. They may not be essential, but
they often have a rapid and quantifiable return on investment (ROI), which
means they should be seriously considered by call center managers. These
applications include the following:

 Call center agent coaching


 Call center agent scripting
 Call center performance management software
 Customer surveying software
 Email response management software
 Knowledge management tools (only for certain types of environments)
 Speech analytics software
 Web self-service software
Call centers are complex operating environments that depend on a wide variety
of sophisticated technology to process transactions. While call center technology
is essential, it’s really the agents who leave a lasting impression on customers
and they are the key to retaining clients and enhancing relationships.
Chapter-4
Sales and Systems of Call Center BPO
Sales is often dismissed by ambitious graduates and business schools.
But sales is one of the most important functions of any business and the
ability to convert a potential customer into a sale is one of the most useful -
and difficult - business skills to acquire.

Sales can be divided into two halves: responding to inbound enquiries from
customers who found about you themselves through, for example, a friend
or your marketing campaign; and outbound sales where you reach out to a
customer through a phone call or email.

The aim of both sales functions is to push the user through the "sales
funnel" by engaging them with the brand, converting them from a lead to a
prospect, and then, finally, making a sale.

Partly depending on whether you are a B2B (business to business) or B2C


(business to consumer) salesperson, this can be done in a multitude of
ways - from performing demos, to loyalty programmes, to customer
specials.

Most successful salespeople like people and are able to empathises with
the customers they're selling to. As they progress in their career, they also
need to develop strong skills in negotiation and other persuasive
techniques.
SOURCES OF INFORMATION
Like This
https://www.dmgconsult.com
https://www.google.com/
https://www.touchstonebpo.com
http://thegatewayonline.com
https://www.senturus.com
http://www.servis.com/component/option.com_front page/itemid,51/

REFRENCES (Proto)
Names Designations
Mr. Naim-ul-Abd Marketing Head
Mr.Muhammad Ali Nagi GM HR
Mr.Asim Regional Marketing Manager

Head Office Address:


Service Industries Limited Servis House, 2 Main
Gulberg Lahore, Pakistan.
Tel # +9242111111501

Gujrat Factory:
GT Road Gujrat
Tel # +92533521061-64

Muridke Factory:
10KM, Muridke Sheikupura Road.
Tel # +92427991711-12

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QUESTIONNAIRE

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