Integrated Talent Management System for Customer Service Workforce

Call center agents performance nowadays becomes one of the key success factors that determine
the call center business goals. Not all call centers aware those agents' personal attributes also
contribute to the organization image and performances. As a result, organizations often miss an
opportunity to gain competitive advantage in their business process. Thus, the objective of this
project is to model, design and develop an integrated web based application that can assess and
record agents' personal development and work attributes while at the same time allowing
supervisors to communicate about work performances. Each organization has its own business
objectives that need to be met where can only be met through a comprehensive ways that
effectively manages an organization's talent. This concern should be focus more on customer
service industry because they consist of agents that deliver service to customer along the time.
This project discussed on human resource management constraints which in terms of call center
agents' personal development attributes and performances in call center. Therefore, this project
had proposed one solution by providing an integrated web based application to assess agents'
personal development and at the same time enhance internal communication levels called
Integrated Talent Management System. Not only that, this report also discussed benefits on
Talent Management System to customer service organization and existing criteria on current
Talent Management System. Some characteristics and function have been identified to build and
enhance the problem. There is also a section that talks on current customer service industry
environment. There are two types of methodology for this project which are system methodology
and research methodology. Incremental model is the most appropriate methodology approach for
this project. Observation, informal interview and document reviews method are the key activities
have been used to implement User Needs Assessment as well as to gather information. Gantt
chart has been created whereby to assist and monitor the project timeline and key milestone.
There is also a section that describe on the tools that will be used in order to develop this project.
There is a discussion that discussed on the current practice of performance appraisal assessment
and inbound reporting structure environment for this project Industry Partner. Functional
modeling Diagrams had been developed to make the requirements looks clearer. Testing analysis
has been conducted to get feedback from the user. Several recommendations and future works
plans had been discussed too. Therefore, by having an integrated talent management system, the author hope project objective can be achieved where it can assess and record agents' personal
development and work attributes while at the same time allowing supervisors to communicate
about work performance. Thus, an organization can have proper human resource management
that will result in ease for the organization to achieve its business goals.