#TITLE_ALTERNATIVE#

• Main Author: Satriyoutomo<br>NIM. 23298098, Nugroho
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/6559
• Institution: Institut Teknologi Bandung

<b></i>Abstract:</b><i><p align="justify"><br />Call center is a company device to connecting customer and company. Several purpose of call center is delivering information regarding to services, product, sales system and after sales service.<br /><p align="justify">Existing call center today can be accessed through PSTN only. The development of Internet technology, made possibility to accessing call center through both PSTN and Internet. Various access channels to call center has driven the developing of various information delivery such as telephone, Von', chatting and e-mail, those call center can be called converged call center.<br /><p align="justify">In company view, the advantage of converged call center is increasing a kind of information services to customers, while for customers are easier to access. The disadvantage is if there is no arrangement, the quality of service performance can be decrease. According to that situation to obtain the good quality of service, we need to design the service base on priority system.<br /><p align="justify">This thesis describe the performance quality comparation between PSTN call center and converged call center and describe also agent optimizing to provide certain performance quality. The method used in this thesis is simulation with MS.Excel with sample of incoming call data in existing PSTN call center and various numbers of agents.<br /><p align="justify">From the simulation and analyze obtained that through services based on priority, the services operation performance of converged call center can be increased, and the use of agents can be optimized through increasing the utilization of agents.