Optimizing of a call center for computer users

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 Countryin Spain. Within a project at its call center CAU I optimized its database that wasdeveloped within the software FileMaker Pro 5.0. The call center is located on the campusGuipuzcoa 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 swork improving the existing database. This way I was able to make proposals for furtheroptimizations. For the improvement of the database I had to learn the software FileMakerPro, that I didn t know before. The database improvement was finished with the project on-site. In contrast to that, theanalysis and optimization concept for the whole call center went on until the completion ofthis thesis. To avoid to go beyond the scope of this paper, the call center analysis, that preceded theoptimization concept, is focused on technical and personnel characteristics. The theoretical foundation in this context is handled in chapter 2 Call Center Specifics InGeneral. It provides a view of technological standards and trends as well ascharacteristics and requirements regarding the human resources, which are the mostimportant ones in call centers. Chapter 3 then analyzes the call center CAU relating to the theory and describes detailedits original database in FileMaker Pro 5.0 which my work in San Sebastian was focusedon. The fourth chapter gives suggestions for optimizing the call center work and enhancing itseffectiveness. Here I tried to stay within the CAU s sphere of influence. Otherwise theyweren t very useful and not realizable. In chapter 5 it is discussed how to put the proposals into action. The databasemodifications 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.