DYNAMIC INTERACTION OF MOBILE DEVICE AND DATABASE FOR SIMPLIFICATION OF CALL CENTER TASKS

In today’s world call centers and BPO’s (Business Processing and Outsourcing) have become a big business and thousands of people are employed in the voice process to provide assistance to users of various products and services from across the globe. Though the positive aspect of this system is that it has provided a good number of job opportunities, the dark side lies hidden. These employees are subject to a lot of stress attending hundreds of calls in a day and patiently handing each and every caller. On the other hand the caller also gets impatient when his call is on hold or not attended for a long duration. It more often leads to conflicts between the caller and the teller. This can be avoided by the usage of mobile applications to interact with the database, where the system would be predominantly based on textual data and not voice calls. It is carried out using the SOAP protocol and server for implementation purpose.