Sistema de Gestión y Escalamiento de Solicitudes para Asesores Call Center en la Empresa Lationamericana de Comunicaciones S.A.

Abstract

The project will be implemented in the campaign " Package Nine " of the company, it allows to reduce the TMO (average Time of Operation) thanks to the automatic generation of comments, climbings to other areas and at the same time it facilitates the record of information that the advisers typify at the moment of receiving calls.

The module of filter of mistakes allows to consult different options to each of the advisers; improving the management and offering to him a more exact response to the clients.

The system is unified, since it possesses the different services of the campaign without need of that the adviser should have to change of platform or of system.

The project is developed in Aptana Studio and consists of different tools of web development that they include HTML5, CSS3, language of programming PHP. For the automatic creation of comments there were done JavaScript's use and his different tools (JSON, jQuery, Ajax). Finally, for the managing of the database the tool was in use phpMyAdmin.