This book is Project Management Plan (PMP) for e-shopping website/portal. The portal/website allows users to exchange their goods with other users. E.g. a user may want to exchange his iPhone with an Android Phone of other user. This portal/website provide platform for posting such exchange requests online. The book is following IEEE STD 1058-1998 format. All the progress, changes and planning of the project are described in this document. This book explains roles & responsibilities, Managerial process plan, Technical process plan, Supporting process plan & Additional plan in detail.

A call center is defined as any group whose principal business activity is talking on telephone to customers or prospects. There is no doubt that call centers are today a booming sector in Pakistan and all over the world. We are here to propose the most suitable and best strategy for call center queue management. It will incorporate important features of call center queues and it will produce results that are different from those produced by the more usual models. The analytic approach is easy to apply and is used to offer some interesting insights for call center queue management. We usually come across lots of complaints from the consumer when they have to contact some representative of the company by going through hours of hold time. In this crucial hour, two things play an important role, the call management and the quality of the service. If the company will have high number of abandoned calls, it means that they have a huge number of irate customers which would really think hard before going for the same company for any kind of business next time.