Executive Boutique Mentoring and Quality Assurance Tracker

A Thesis Proposal
Presented to the Faculty of the
Information and Communications Technology Program
STI College Cebu

In Partial Fulfilment
of the Requirements for the Degree
Bachelor of Science in Information Technology.

Robee Jeanne L. Climaco

Maylyn V. Jamora
Barry Julius C. Nicasio

Date of Proposed Defense

 ENDORSEMENT FORM FOR PROPOSAL DEFENSE

TITLE OF RESEARCH: Executive Boutique Mentoring and Quality

Assurance Tracker

NAME OF PROPONENTS: Robee Jeanne L. Climaco

Maylyn V. Jamora
Barry Julius C. Nicasio

In Partial Fulfilment of the Requirements

for the degree Bachelor of Science in Information Technology
has been examined and is recommended for Proposal Defense.

ENDORSED BY:

Eve Michael Jayson R. Selmo

Thesis Adviser

APPROVED FOR PROPOSAL DEFENSE:

Earl Thomas C. Corregidor III

Thesis Coordinator

NOTED BY:

<Program Head's Given Name MI. Family Name>

Program Head

<Date of Proposal Defense>

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 APPROVAL SHEET

This thesis proposal titled: Executive Boutique Mentoring and Quality Assurance
Tracker prepared and submitted by Robee Jeanne L. Climaco; Maylyn V. Jamora; and
Barry Julius C. Nicasio, in partial fulfilment of the requirements for the degree of
Bachelor of Science in Information Technology has been examined and is recommended
for acceptance an approval.

Eve Michael Jayson R. Selmo

Thesis Adviser

Accepted and approved by the Thesis Review Panel

in partial fulfilment of the requirements for the degree of
Bachelor of Science in Information Technology

<Panelists' Given Name MI. Family Name> <Panelists' Given Name MI. Family Name>
Panel Member Panel Member

<Panelists' Given Name MI. Family Name>

Lead Panelist

Noted:

Earl Thomas C. Corregidor III Dr. Joey U. Rivamonte

Thesis Coordinator Program Head

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 TABLE OF CONTENTS

Page
Title Page i
Endorsement Form for Proposal Defense ii
Approval Sheet iii
Table of Contents iv
Introduction 1
Background of the problem
Overview of the current state of technology
Objectives of the study
Scope and limitations of the study
Literature Review
Review of related literature, studies or systems
Synthesis
Methodology
Methodology
Hardware/Software
Calendar of Activities
Budgetary Estimate
Human Resources
References

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 INTRODUCTION

Stay competitive in today’s global economy with business process outsourcing (BPO)
provided by Executive Boutique. Executive Boutique was founded by veteran business
executives who combined their backgrounds in IT, law, finance, sales and marketing to
help small and mid-sized businesses realize their goals. The team shares valuable insights
and proven strategies that can only come from years of real-world experience. Each
account is managed by one or more team leaders, Quality Assurance monitors and coaching
agents. The agents need to improvise some automated Quality Assurance tracking and
monitoring in order to track the performance of the employees and to make sure they meet
the goals. Providing quality customer service requires the success of a call center. A
successful call center directly affects employee retention and customers satisfaction. They
develop and implement specialized applications Some automated monitoring and quality
assurance tracking needs to be used carefully to produces the best result. Making a new
software allows customer interactions to be evaluated by all parties, including supervisors,
agents and automated analytics systems, enabling you to extract valuable perspectives on
quality so you can best coach agents in relevant areas for improvement.

Executive Boutique QA monitors and tracks call center activity in order to ensure
customer satisfaction and employee productivity. Executive Boutique team has the years
of professional experience and technical expertise necessary to develop and implement
specialized applications that extend the capabilities. Utilizing the technology has become
everybody’s mean for us to do well in terms of personal career, communications, business
and in all other aspects. It brought us computerization which has helped us in many ways.
Mostly, to simplify works and lessen the usual time to finish work. Due to this, the demand
for automated processing system has highly increased because people can double their
production compared to doing things manually. They want to be proactive and resolve as
many issues.

Executive Boutique Mentoring and Quality Assurance Tracking System is a system that
can track the performance and the progress of an agent and the team’s productivity. The

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system can give insight to the employee’s performance and help align the business
objectives. User-friendly screens and easy to access guidelines and feedback results in
improvement. Executive Boutique Mentoring and Quality Assurance Tracking System is
meant to help call centers increase the customer’s satisfaction and easily access data related
to call center agents’ performance, feedback, dashboard and coaching logs. View scores
for each quiz, monitor who has completed which courses and gain powerful insights into
your customer service team’s development. Review performance and productivity to
determine whether the current system is achieving the results you want, and adjust it as
required.

With the interviews and research done, the team was able to point out the flaws and
problems occurring in the business and provide an alternative and improved solution.

Background of the problem

Executive Boutique were able to identify the issue that reduces the productivity and
efficiency of the Quality Assurance Analyst and Team Leaders especially when it comes
to tracking monitored calls and coaching/mentoring agents. They disclosed that they are
currently using Google Spreadsheets to manually generate reports to be sent via email. This
method may lead to several problems. When changing the quality scorecard questions,
they’ll have to delete the old data or create an entirely new spreadsheet.

To ease the problems that are being encountered, the proposed Mentoring and Quality
Assurance Tracking system is designed to improve every task. The proposed system will
enhance the existing systems and processes by enabling the QA Analyst and Team Leaders
to evaluate the agents and track all the calls.

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Overview of the current state of the technology

The proponent’s client is using Google spreadsheet. Using Google spreadsheets is not
bad. The system will depend on scope and type of tracking the business want to do. If the
business have a limited scope of test cases, issues and requirements, then they can stick
to the spreadsheets but in long run they will need some tracker which will make the work
a lot easier and will itself perform some of your tasks which do in spreadsheets. They
notice that the current manual system they’re using is not reliable.

To ease the problem that are being encountered, the proposed system can track/monitor
the agents and can provide actionable insight. The other aspect of technology is the
platform which contains the evaluation and can provide a report. The proposed system
can deliver valuable data that can help with modification agent behaviors. It will also
help the coaching’s performance improvement.

Objectives of the study

The proponents aim to build , design and implement an organized and a multi-subsystem
monitoring and tracking system for Executive Boutique that will increase the
performance of a call center agents and can save time from the current system being used,
and finally minimized human errors from employees.
The general objective of this study is to increase the productivity of Quality Assurance
Analysts and Team Leaders, and to decrease data redundancy by keeping everything
organized in a single server.

Scope and limitations of the study

Scope

The study will focus on the improvement of the current system of our client that includes
the following:

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Profile Management

 Should be able to enroll employees in our system.

o Agents, Quality Assurance Analyst, Team Leaders, Administrators, etc.

 Should be able to track the Team assignments changes.

Quality Assurance Guidelines and Questions Management

 Add/ Edit/Archive QA guidelines and/ questions.

 Set corresponding response per guideline question.

Quality Assurance Tracker

 QA Logs Tracker

o Agent
o Recording Link
o Call Duration
o Call Disposition
o Date
o Comment

 QA Score Calculator

o Should send the calculated scores automatically to QAs, Team Leaders

and management via email.
o Shows trending scores (Daily, Weekly, Monthly, etc.)

 Coaching Tracker

 Coaching Logs Tracker

o Agent Explanation
o Agent Commitment

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  Follow-up Coaching Scheduler

o Schedule Coaching

 Printable Coaching Format for Documentation

o Legal
o Evidence

Limitations

The proposed system is only made to cater the information provided in the scope for the
convenience of Executive Boutique. However, there are areas that will not be covered by
the proposed system to evade unnecessary problem when system is deployed.

 System is not a Web base

 Can’t be accessible in mobile

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 LITERATURE REVIEW

Review of related literature, studies or systems

This section aims to show an overview of the subject, issue or theory under consideration.
It provides a review of the division of works under different categories like those in support
or against particular position/ theory/ argument or those offering an alternative.
Explanation of how each work is similar to and how it varies from the others are also
presented in a literature review.

According to Caulley (1992), the literature review should:

 compare and contrast different author’s views on an issue;

 group authors who draw similar conclusions;

 criticize aspects of methodology;

 note areas in which authors are in disagreement;

 highlight exemplary studies;

 highlight gaps in research;

 show how your study relates to previous studies;

 show how your study relates to the literature in general; and

 conclude what the literature says.

In the succeeding paragraphs, there should be no indentations, paragraphs are justified with
left alignment. Delete this highlighted section and replace it with your own literature
review.

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Synthesis

In this section, the researcher should be able to convince his reader that his thesis is not a
duplication of other’s work. It should contain the conclusive summary of the Review of
related literature/ studies. In case that the proposed thesis is a continuation of a previous
work, this section should give emphasis or justification why the proposed thesis is needed.
Example of a good justification is when the previous work recommends that further
improvement is needed to maximize the benefits of his work.

There may also be a need to continue with the present investigation to affirm or negate the
findings of other inquiries about the same research problem or topic so that generalizations
or principles may be formulated. These generalizations and principles would be the
contribution of the present investigation together with other studies to the fund of
knowledge.

In the succeeding paragraphs, there should be no indentations, paragraphs are justified with
left alignment. Delete this highlighted section and replace it with your own synthesis.

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 METHODOLOGY

Methodology

In this study, the proponents decided to use Spiral Methodology to fulfill and reach the
intended output. Spiral Model combines the idea of iterative development with systematic,
controlled aspects of waterfall model.

This method is consistent with approaches that have multiple software builds and releases
which allows making and orderly transition to maintenance activity. Another aspect of
using Spiral Method is that the spiral model forces early users’ involvement in the system
development effort.

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Phases of Spiral Model:

 Planning -

Hardware/Software

This should list the specific hardware/software resources that the proponents expect
to need in completing the thesis project. If both hardware and software are present
in the study, they should be discussed separately with sub-headings Hardware and
Software. In the succeeding paragraphs, there should be no indentations,
paragraphs are justified with left alignment. Delete this highlighted section and
replace it with your hardware

Budgetary Estimate

This should enumerate the resources that will be used from the beginning until the
completion of the entire project. This is presented in tabular format. Fill the table below.

Budgetary Estimate

Quantity Specifics Approximate Cost

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Human Resources

The following pages contains the curriculum vitae of the researchers and the Adviser’s
Acceptance Form.

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 Curriculum Vitae of
<GIVEN NAME MI. FAMILY NAME>
<complete address>
<email address>
contact number either cellular phone or landline or both

EDUCATIONAL BACKGROUND
Level Inclusive Dates Name of school/ Institution
Tertiary month year
Vocational/Technical month year
High School month year
Elementary month year

PROFESSIONAL OR VOLUNTEER EXPERIENCE

Nature of Experience/ Name and Address of Company or
Inclusive Dates
Job Title Organization
month year
month year
month year
month year
Listed in reverse chronological order (most recent first).

AFFILIATIONS
Inclusive Dates Name of Organization Position
month year
month year
month year
month year
Listed in reverse chronological order (most recent first).

SKILLS
SKILLS Level of Competency Date Acquired
month year
month year
month year

TRAININGS, SEMINARS OR WORKSHOP ATTENDED

Inclusive Dates Title of Training, Seminar or Workshop
month year
month year
month year
month year
Listed in reverse chronological order (most recent first).

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 ADVISER’S ACCEPTANCE FORM

NAME OF PROPONENTS: Robee Jeanne L. Climaco

Maylyn V. Jamora
Barry Julius C. Nicasio

APPROVED RESEARCHE TITLE: <Title of Approved Research>

AREA OF STUDY: <Area of Research and Field of Study>

CONFORME:

Eve Michael Jayson R. Selmo

Thesis

APPROVED BY:

Earl Thomas C. Corregidor III Date: <day Month, year>

Thesis Coordinator

NOTED BY:

Dr. Joey U. Rivamonte

Program Head

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 REFERENCES

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Single Author: Last name first, followed by author initials.

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Berndt, T. J. (2002). Friendship quality and social development. Current Directions in

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Wegener, D. T., Petty, R. E., & Klein, D. J. (1994). Effects of mood on high elaboration attitude
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Berndt, T. J. (1981a). Age changes and changes over time in prosocial intentions and behavior
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Example:

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