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Telecommunication technology is needed as an essential aspect to communicate and get information via voice services. Call center is an intermediary that has an important role between the company and the consumer. As the operation of call center grows it is important to do the efficiency so that it c...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/24582 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Telecommunication technology is needed as an essential aspect to communicate and get information via voice services. Call center is an intermediary that has an important role between the company and the consumer. As the operation of call center grows it is important to do the efficiency so that it can optimize performance without increasing the cost. <br />
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The number of incoming calls in a call center will affect the performance of a call center so that performance analysis of the call center using the formula Erlang C. After the analysis, it will be followed by the design of call center to be more efficient and optimal. Call center design includes three main stages: traffic calculation and system capacity, service quality requirements and final call center planning. The first stage is traffic and capacity of the system. The second stage is the service quality requirement in the form of service level. The third stage is the final design of call center. All calculations in this research are used for optimization of designing call center for banking which resulted in the value of wrap up time, trunk blocking, average delay and number of agents and number of lines more efficient according to PCA target 95/15 as well as the peak hour which occured at 08.00 to 18.00. <br />
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