Optimizing of a call center for computer users (PDF)

Diploma Thesis from the year 2003 in the subject Business economics - General, grade: 1,3 (A), Schmalkalden University of Applied Sciences (Economics), language: English, abstract: The present thesis was prepared in cooperation with the University of the Basque Country
in Spain. Within a project at its call center CAU I optimized its database that was
developed within the software FileMaker Pro 5.0. The call center is located on the campus
Guipúzcoa in San Sebastian and responsible for all IT matters on the campus.
Between 12 November 2002 and 22 January 2003 I got an insight into the call center's
work improving the existing database. This way I was able to make proposals for further
optimizations. For the improvement of the database I had to learn the software FileMaker
Pro, that I didn't know before.
The database improvement was finished with the project on-site. In contrast to that, the
analysis and optimization concept for the whole call center went on until the completion of
this thesis.
To avoid to go beyond the scope of this paper, the call center analysis, that preceded the
optimization concept, is focused on technical and personnel characteristics.
The theoretical foundation in this context is handled in chapter 2 Call Center Specifics In
General. It provides a view of technological standards and trends as well as
characteristics and requirements regarding the human resources, which are the most
important ones in call centers.
Chapter 3 then analyzes the call center CAU relating to the theory and describes detailed
its original database in FileMaker Pro 5.0 which my work in San Sebastian was focused
on.
The fourth chapter gives suggestions for optimizing the call center work and enhancing its
effectiveness. Here I tried to stay within the CAU's sphere of influence. Otherwise they
weren't very useful and not realizable.
In chapter 5 it is discussed how to put the proposals into action. The database
modifications and arised problems during their development are explained.
Finally their effects on the CAU and its work are stated in the summary of chapter 6.