#TITLE_ALTERNATIVE#

• Main Author: NURROHMAN HARYADI (NIM : 13205108), FAJAR
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/13460
• Institution: Institut Teknologi Bandung

There are three main processes to design a call center. They are designing input, designing output, and final call center design process. The first process is determining input which is based on consumer data. The main purpose of this step is to calculate traffic load. Because it’s hard to find the secondary data that consists of real traffic measurement, the traffic data is measured based on consumer data. The second process is determining and calculating output value that consists of service levels. The last process is final design for call center. All values from first and second process will be used as a reference in final design call center in the third process. On the third process, final design for call center will be produced. Final design represents call center that fulfill specific service levels. <br /> <br /> <br /> <br /> <br /> <br /> <br /> There are human agent and machine agent in call center. Not all input traffic will be served by human agent, some of input traffic will be served by machine agent. Final design to customer service category shows that for 201,639 erlang call volume and service level: PCA 90%, SO 20 seconds, busy 5%, abandon 5%, and ASA 5 seconds, it needs 380 for trunks and 374 for agents. On the other hand, final design to customer service category shows that for 405,723 erlang call volume and service level; PCA 90%, SO 20 seconds, busy 5%, abandon 5%, and ASA 5 seconds, it needs 196 for trunks and 190 for agent.