Systems Analysis Implementation Stage

In a call center business process reengineering project, redeveloped software is not always necessary. Sometimes just redesigning workflows and utilizing better off-the-shelf software resolves all of the problem issues. However, most commercial call center software tends to be either technically inadequate, less robust than the company needs, or too generic to use given the companyÆs specific business. In the case of a company that wants to develop its own call center software, a full-scale system development project will follow the systems analysis phase, and software will be developed to dovetail with the redesigned workflows and procedures.

The call center needs software that can facilitate the following functions: logging calls, searching for calls, reporting on calls, tying calls together with the customer and business profiles of the customers who make them, tracking calls, tracking solutions, passing calls to other technicians, enabling remote expert users to access the system, and attaching relevant word processor files to the call.

Once the software has been designed and brought through the specification stage, the implementation stage can begin. Implementation is ôan iterative process of designing, building, and testing code that implements progressively larger subsets of the project requirementsàö (Sosnoski). Six specific activities occur during implementation: coding, testing, installation, documentation, training, and

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ality, it has no value. Furthermore, ôLack of documentation, especially for customised developments becomes a major risk when the project is completed and the developer is no longer accessibleö (Guidelines for Managing and Monitoring Major IT Projects). Time is a critical factor in a call center, because a customer is on the line needing immediate help and cannot wait while a technician looks up answers in a poorly organized user manual. Indexed step-by-step documentation that leads the user through every function in the system adds great value and is likely to be used. Training is one of the most important components of implementation. Training accomplishes many things for the new system: it familiarizes the users with its capabilities and the way it operates; prevents system problems due to usersÆ lack of knowledge; puts all the users in the same context regarding the system; permits developers to explain things about the system that are not intuitively obvious. Users that are well trained are more likely to accept and use a system. Part of the training should be to familiarize the users with the organization of the documentation to ensure that they are aware of what it covers. Support is the final component of the new
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