Optimizing of a call center for computer users

Table of Contents

1 Introduction

2 Call Center Specifics In General

2.1 The Call Center Activities

2.2 The Call Center Technology

2.2.1 Telecommunication Facility

2.2.2 Automatic Call Distribution – ACD

2.2.3 Routing

2.2.4 Interactive Voice Response – IVR

2.2.5 Dialers

2.2.6 Call Blending

2.2.7 Computer Telephony Integration – CTI

2.2.7.1 CTI Applications

2.2.7.2 CTI Solutions

2.2.7.3 Standards

2.2.8 From Call Center To Contact Center

2.2.8.1 Fax Services

2.2.8.2 E-Mail Management

2.2.8.3 Web-Chat

2.2.8.4 Shared Browsing And Call Me – Button

2.2.9 Asyncronous Transfer Mode – ATM

2.2.10 IP – Telephony

2.3 The Call Center Personnel

2.3.1 The Call Center Agents

2.3.2 The Call Center Management

3 Analysis Of The University’s Call Center CAU

3.1 The CAU Activities

3.1.1 Organizational Structure At The University Of The Basque Country

3.1.2 The Call Center At The Campus Of San Sebastian

3.2 The CAU Technology

3.2.1 Telecommunication Facility

3.2.2 ATM & IP

3.2.3 ACD & IVR

3.2.4 Dialers & Call Blending

3.2.5 CTI & Contact Center

3.3 Software

3.3.1 FileMaker Pro 5.0

3.3.1.1 The Original Database File “Incidencias”

3.3.1.2 The Fields Of “Incidencias”

3.3.1.3 The Value Lists Of “Incidencias”

3.3.1.4 The Related Files

3.3.1.5 The Scripts Of “Incidencias”

3.3.2 Magic TSD 7

3.3.3 Others

3.4 The CAU Personnel

3.4.1 The CAU Agents

3.4.2 The CAU Management

4 Optimization Proposals

4.1 Software FileMaker Pro 5.0

4.2 Hardware & Others

5 Realization Of The Proposals

5.1 Software FileMaker Pro 5.0

5.1.1 The Layouts Of The New File "Incidencias"

5.1.2 The New Fields Of "Incidencias"

5.1.3 The Reports Of The New File

5.1.4 The Related Files And Value Lists Of The New File

5.1.5 The Scripts Of The New File

5.1.6 Problems And Alternative Solutions During The Project

5.2 Hardware & Others

6 Summary

Objectives and Topics

The primary objective of this thesis is to analyze the operational structure and technological framework of the University of the Basque Country's IT call center (CAU) and to provide concrete optimization proposals, specifically focusing on the improvement of its FileMaker Pro 5.0 database management system to enhance service efficiency.

• Theoretical foundations of modern call center technology and personnel requirements.
• Technical and organizational analysis of the CAU at the San Sebastian campus.
• Development and realization of database improvements using FileMaker Pro 5.0.
• Evaluation of hardware enhancements and strategic process optimizations.

Excerpt from the Book

Summary of Chapters

1 Introduction: Outlines the scope of the project, which involves the analysis and database optimization of the IT call center at the University of the Basque Country.

2 Call Center Specifics In General: Provides a comprehensive theoretical overview of call center technologies, including ACD, CTI, and various communication channels, alongside human resource considerations.

3 Analysis Of The University’s Call Center CAU: Describes the organizational structure and existing technological environment of the CAU in San Sebastian, with a detailed breakdown of the original database setup.

4 Optimization Proposals: Identifies specific inefficiencies and proposes improvements for software, hardware, and workflow to enhance the call center's overall effectiveness.

5 Realization Of The Proposals: Documents the practical implementation of the proposed database modifications and discusses the challenges encountered during the project.

6 Summary: Concludes the thesis by evaluating the impact of the database optimizations on the CAU's efficiency and stimulating future developmental potential.

Keywords

Call center, Database optimization, FileMaker Pro, IT services, CTI, Routing, Personnel management, CAU, University of the Basque Country, Technical competence, Inbound, Outbound, Contact center, Software development, Service efficiency

Frequently Asked Questions

What is the core focus of this thesis?

The thesis focuses on optimizing the IT call center (CAU) at the University of the Basque Country by improving its existing database system and operational efficiency.

What are the primary themes covered?

Key themes include general call center theory, specific technological components like ACD and CTI, personnel management, and the practical application of database optimization.

What is the main goal of the research?

The goal is to enhance the CAU’s effectiveness by addressing technical and process-related weaknesses and implementing structured improvements in the FileMaker Pro database.

Which scientific methods are utilized?

The author uses a qualitative analysis approach, combining theoretical research of call center standards with on-site observation and practical database engineering.

What topics are discussed in the main body?

The main body covers the technological foundations, an analysis of the specific CAU environment, the proposal phase for optimization, and the technical realization of the database changes.

How is the paper characterized?

The paper is characterized by terms such as Call Center, Database optimization, FileMaker Pro, and service-oriented IT infrastructure.

How does the author propose to handle the high fluctuation of agents?

The author suggests providing alternative horizontal development prospects, such as learning new languages or technologies, to keep student agents motivated and engaged.

Why was the integration of the Magic TSD 7 software unsuccessful?

The integration was ultimately decided against due to high purchasing and licensing costs, which did not justify the investment for the small-scale operations of the CAU.