Typical tps transaction processing system

Part 1: ACCESS A RANGE OF INFORMATION SYSTEMS

In this part you will learn to:

Logon

- An information system can be described in terms of inputs, storage, processing and outputs. It is the process of how data and information is gathered, the way in which it is stored and how it is accessed by the user.

	Some may include:
	o	In-house systems (customised to meet the needs of the contact centre).
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	o	Share folders and networks.
	o	Microsoft Outlook/ Lotus Notes.
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	(exclusive external private web-based network, mainly used for clients).
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	Security is vital to an information system and its users. The hardware and software that

make up a system are expensive to purchase; however, the data and information that is maintained has even greater value.

- Access to systems is restricted through the allocation of a username and password for each user, which you use to log on to a system. You are the first line of defence in protecting both your personal information and sensitive records held by the contact centre.

systems.

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	o	use of good passwords; the best passwords are alphanumeric, have at least six to

	o	change passwords regularly to reduce opportunities for intruders

Navigate screens

- The performance of a contact centre can be determined by how efficiently and accurately information is gathered, analysed and communicated back to the customer. The
requirement to use multiple information systems and databases effectively greatly contributes to the success of the centre’s operations.

	Characteristics of a user-friendly system can be:
	o	Multiple shortcut keys and options for each transaction.
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	o	Simplified help functions.
	The nature of an inbound inquiry will vary depending on the needs of the customer you are

- A Database Management System (DBMS) is a software system that stores, catalogues and retrieves data. The DBMS manages incoming or input data, organises the data and creates ways for the data to be modified, searched or extracted by users or other software programs. There are many different types of DBMS. DBMS abilities vary and organisations will select which DBMS to utilise based on organisation requirements.

- A customer contact database stores customer details such as a name, address and other contact details for each customer. Transaction history, including which products the customer has purchased and communication history are also typically recorded. A customer contact database is in essence a record of a company’s relationship with its customers.

- Note: open source software is developed in an open collaborative way. Licenses usually allow users to study and change the software code and sometimes redistribute the software. Open source software is often free or significantly less costly when compared to the more commercial software alternatives.

- The system of choice will largely depend on budget, what the database will be used for, and its size and scalability requirements. A system is considered scalable when it can grow and handle increasing workloads as an organisation grows.

- Fault tolerance and durability are important features to look for if avoiding data loss is critical to the organisation. A good fault tolerant system will also reduce the long term costs of running the database.

Transaction support

- Will the database need to support user, data and application growth? The marketer will need to assess the scalability features built into the database product.

Database footprint

- Multi-threading does not resolve all problems; if transaction support is good, updates, deletions and inserts happen simultaneously but in isolation. However, clients can be left hanging causing deadlocks to occur when transactions are linked and in a series (that is, they need to be completed one after another). This is a common problem in database design with vendors continually inventing new ways to try and overcome deadlocks

Clustering

Security

- The increasing use of mobile devices by remote users has led to a focus on database security features such as access control and encryption. Most database products have access control features built in but not all include provision for encryption and certification techniques in a Virtual Private Network (VPN).

- The initial cost of a database product can vary considerably depending on features and licensing. TCO should also not be overlooked. A system that has an initial low purchase cost can prove to be expensive in the long run when database administrators and IT consultants have to be continually employed to tweak, configure and administer the system. While IT professionals provide important, invaluable and often essential support, an easy to use and self-maintaining database will reduce the TCO of a database. Due to the need for ongoing technical support, open source alternatives such as MySQL are not always the least costly.

Customer relationship management (CRM)

- Using an external database management service will mean that hardware costs and expertise are shared or entirely provided by the external service provider. This can be a significant factor in choosing an external service. Managing an in-house system can require considerable expertise in database administration and can be costly to develop.

Alternatively, external services can also be costly in terms of ongoing operating fees.

- Microsoft Access and other database management systems provide tools that ensure only clean correct and useful data is entered into the database. Validation rules are incorporated into the design of forms or tables and ensure the integrity of the data is maintained.

Techniques include:
o character checks ensuring only expected characters are entered
consistency checks to ensure data in fields correspond, eg if Mr is entered in one o

- Audits and accuracy checks can identify problems with the accuracy of data being entered into the system. Data validation can include checks against the original source data or other databases, for example, postcodes can be checked against Australia Post lists.

- It may be necessary to use only very recent data, depending on the industry. For example, a mortgage broker may find 10-year-old data very useful whilst a fast food outlet may only need to use three to six month old data. Decisions about when to archive old data will need to be put in place, so that only relevant data is being used.

-	Microsoft Access 2010 for example can import the following file types:
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	o	XML (Extensible Markup Language)
	o	Microsoft Outlook
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	o	Microsoft SQL Server
	o	Oracle
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Information systems

- Multiple information systems can be managed effectively through the use of various organisational tools. Internet bookmarks are stored webpage locations (URLs) that can be retrieved. As a feature of all modern internet web browsers, their primary purpose is to easily catalogue and access web pages that a user has visited and chosen to save.

Using directories

- Information that is downloaded from webpage locations, as well as other relevant documentation can be saved and stored in a series of catalogue folders or directories. A directory is a tool containing folders and is commonly used to store and organise
information on a disk. Folders can be set up in a structured system known as a hierarchical system, much like the folders and files within other folders in a basic filing system. The top folder on any disk is known as the root, or root directory, all other folders within the root directory are called sub-folders.

- In a recent study conducted by Radicati Group on the expansive use of email, it was estimated that the number of emails sent per day (in 2008) to be around 210 billion. It is not uncommon for a contact centre representative to receive in excess of over 100 emails per day, as part of their daily role. Email has quickly established itself as a key information tool; however, it is in danger of being undermined by information overload because of poor email practice and management.

-	Effective management of email information can be achieved by:
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delete unnecessary messages in a conversation, flag important messages from a

o o

Part 2: PROCESS CUSTOMER INFORMATION USING MULTIPLE INFORMATION SYSTEMS

In this part you will learn to:

Customer needs

- Inquiries fluctuate depending on the customers’ needs, wants and expectations. External customers are invariably influenced in their response to products and services offered by the contact centre. It is common for an inbound contact centre operator to receive between 40–60 calls per day on average, depending on the type of service provided by the

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-	response that is satisfying to the customer. Active listening can be achieved by:
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	o	verbal acknowledgement to show understanding
	o	giving feedback
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	Communication is commonly referred to as a two-way process, involving a speaker and a

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dissatisfied customer can lead to a loss of loyalty and repeat business from the customer, loss of revenue to the business and potential performance issues or loss of employment for the operator.

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	You need to understand the functions of each information system and their relationship to the information that has been collected from the customer. During a telephone call, you might be asked by a new or existing customer to provide information on current products and services offered by your business.
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	o	organisation intranet (exclusive internal private web-based network)
	o	extranet (exclusive external private web-based network, mainly used for clients)
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- The CRMS is widely used by business in all industries to manage contact with existing and prospective customers. Organisations who offer multiple products and services have identified the increased need to take a holistic approach with their customers and therefore

- An in-house system simply refers to a database or information system that is customised to manage an organisation’s specific products, services, workflow processes or customer movements. A telecommunications provider might offer an exclusive type of internet product, which requires specific functions to successfully activate the service for the customer. The system will also require integration with other information systems to successfully update a customer’s billing and account details (TPS) and product suite (CRMS).

Flow charts of workflow processes

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Ensuring accurate information is recorded in to organisational information systems is essential to efficiently complete customer transactions and to access correct information

-	when responding to customer enquiries.
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quality. Information quality refers to understanding the purpose and audience for the task you are about to complete, entering data with accuracy and completeness and actioning inputs in the appropriate timeframe.

The purpose and audience

-	view records and notes that have been added by operators specific to their account. Breaches of privacy legislation can lead to large fines for your organisation and yourself.

You need to follow the businesses’ guidelines and be careful with details when leaving notes on an account.

-	skills. Common data entry mistakes can be in the form of:
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	o	too much information causing confusion and frustration due to time taken to read

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	o	an incorrect and/or inaccurate account of what actually took place due to bias or
	lack of attention to details
	o	repeated words, eg and and
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the live customer on the call. This initiative provides a way for operators to confirm details with the live customer, ensures all tasks are completed to a high level of satisfaction and gives the customer peace of mind in knowing that the transaction has been completed efficiently and accurately.

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successfully navigating around your computer.

Key combinations

Interface icons

- Users can navigate easily between screens by utilising the application tabs on the task bar, which is located on the bottom of the windows screen. To choose a new application, use the mouse to left-click on a tab to bring up the view screen.

Minimise a screen

-	service. You might be skilled at using a particular database, or in understanding a new piece of

-	o	Efficient service.
	o	Ability to handle more tasks in a shorter period of time.
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	Although each contact centre will have their own customer service standards regarding how to maintain rapport with a customer, the fundamentals are the same. Maintaining effective communication with a customer during an inquiry means that you should:
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	o	complete a warm transfer when required—introducing the caller and inquiry when

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looks like you live in Buderim. I hear that is a wonderful place, how long have you

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	o	contact details
	o	service and product suite
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	o	address
	o	date of birth
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	Customers often rely upon the customer contact operator as the industry experts, and

therefore place certain expectations on to the abilities of each operator. Whether these

information required to achieve a satisfying result. Active listening skills, as well as open, closed and probing questions should be asked to determine the core information requirements. By determining the person’s needs, wants and expectations, the operator can successfully direct the path of the call toward the right conclusion.

Part 3: IDENTIFY AND RECTIFY INFORMATION SYSTEM AND PROCESSING ERRORS

-	previously entered by other users.
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	o	inconsistent data (eg one view screen reads Mrs Mary Jones, and another system

based on figures that are already provided. Some checks will require more complex investigation, such as verifying product information from one source and matching it to a

	In the context of a common transaction, an operator would need to check that:
	o	the customer name is spelt correctly
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business performance. Competence is defined as the ability to complete a specific task effectively and is closely related to human and technological based abilities. Customers are an organisation’s most valuable asset, often basing their level of satisfaction on the amount of competence shown by their supplier.

Analyse errors for impacts on internal systems

-	sales department has invalid information to work from when attempting to close a sale. Poor data quality also causes confusion and frustration for operators and related

departments when attempting to investigate an issue. The most common result is increased down-time taken to research, interpret and verify data to resolve a customer inquiry.

variations.

Special cause variations

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	o	system outages
	o	integration issues within the systems
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losses and maintain customer service. In a contact centre environment, the majority of improvements will result from changing the way an operator performs a task.

Stakeholders

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the performance of the piece of hardware they have recently purchased. The contact centre has a sales support team that is specifically trained to handle this inquiry. In these cases, the sales representative’s role will be to take down the details of the customer and

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	o	emotional intelligence which is the ability to remain professional during high
	pressured situations
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Arranging rectification

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	o	information system maintenance
	o	process or procedural changes
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Implementing a resolution

- Identifying an appropriate decision contributes to only 50% of the entire resolution process.

those errors that is vital to retaining a customer. Each organisation will have a resolution system which empowers staff to effectively handle errors, make quick decisions at the front

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	o	avoid negativity towards a system, business or work colleague
	o	stay away from making excuses or blaming other people
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