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.
Table of Contents
1 Introduction
2 Call Center Specifics In General
2.1 The Call Center Activities
2.2 The Call Center Technology
2.2.1 Telecommunication Facility
2.2.2 Automatic Call Distribution – ACD
2.2.3 Routing
2.2.4 Interactive Voice Response – IVR
2.2.5 Dialers
2.2.6 Call Blending
2.2.7 Computer Telephony Integration – CTI
2.2.7.1 CTI Applications
2.2.7.2 CTI Solutions
2.2.7.3 Standards
2.2.8 From Call Center To Contact Center
2.2.8.1 Fax Services
2.2.8.2 E-Mail Management
2.2.8.3 Web-Chat
2.2.8.4 Shared Browsing And Call Me – Button
2.2.9 Asyncronous Transfer Mode – ATM
2.2.10 IP – Telephony
2.3 The Call Center Personnel
2.3.1 The Call Center Agents
2.3.2 The Call Center Management
3 Analysis Of The University’s Call Center CAU
3.1 The CAU Activities
3.1.1 Organizational Structure At The University Of The Basque Country
3.1.2 The Call Center At The Campus Of San Sebastian
3.2 The CAU Technology
3.2.1 Telecommunication Facility
3.2.2 ATM & IP
3.2.3 ACD & IVR
3.2.4 Dialers & Call Blending
3.2.5 CTI & Contact Center
3.3 Software
3.3.1 FileMaker Pro 5.0
3.3.1.1 The Original Database File “Incidencias”
3.3.1.2 The Fields Of “Incidencias”
3.3.1.3 The Value Lists Of “Incidencias”
3.3.1.4 The Related Files
3.3.1.5 The Scripts Of “Incidencias”
3.3.2 Magic TSD 7
3.3.3 Others
3.4 The CAU Personnel
3.4.1 The CAU Agents
3.4.2 The CAU Management
4 Optimization Proposals
4.1 Software FileMaker Pro 5.0
4.2 Hardware & Others
5 Realization Of The Proposals
5.1 Software FileMaker Pro 5.0
5.1.1 The Layouts Of The New File "Incidencias"
5.1.2 The New Fields Of "Incidencias"
5.1.3 The Reports Of The New File
5.1.4 The Related Files And Value Lists Of The New File
5.1.5 The Scripts Of The New File
5.1.6 Problems And Alternative Solutions During The Project
5.2 Hardware & Others
6 Summary
Objectives and Topics
The primary objective of this thesis is to analyze the operational structure and technological framework of the University of the Basque Country's IT call center (CAU) and to provide concrete optimization proposals, specifically focusing on the improvement of its FileMaker Pro 5.0 database management system to enhance service efficiency.
- Theoretical foundations of modern call center technology and personnel requirements.
- Technical and organizational analysis of the CAU at the San Sebastian campus.
- Development and realization of database improvements using FileMaker Pro 5.0.
- Evaluation of hardware enhancements and strategic process optimizations.
Excerpt from the Book
3.3.1.1 The Original Database File “Incidencias”
The file ‘Incidencias’ (Incidences) that is treated in this chapter was used for taking note of incoming IT problems and jobs and with this as knowledge database.
The following picture (figure 9) shows the FileMaker layout that was used by the CAU agents to enter the incidence and user data. It is named ‘Formulario’ (Form).
Beside the shown form, the file contains four other layouts - a list ‘Listado’, a menu of reports called ‘Menú de informes’, another list layout named ‘Lista de tareas’ (Task List) and an information text called ‘Información’. Which layout you are viewing can be seen in the status area, the gray column on its left side. The small gray field on top, above the little book, shows the current layout name and lists all of them when the small triangle is clicked.
While the form, the list and the information are used by agents and supervisor, the menu of reports and the task list are only of interest for the supervisor.
Summary of Chapters
1 Introduction: Outlines the scope of the project, which involves the analysis and database optimization of the IT call center at the University of the Basque Country.
2 Call Center Specifics In General: Provides a comprehensive theoretical overview of call center technologies, including ACD, CTI, and various communication channels, alongside human resource considerations.
3 Analysis Of The University’s Call Center CAU: Describes the organizational structure and existing technological environment of the CAU in San Sebastian, with a detailed breakdown of the original database setup.
4 Optimization Proposals: Identifies specific inefficiencies and proposes improvements for software, hardware, and workflow to enhance the call center's overall effectiveness.
5 Realization Of The Proposals: Documents the practical implementation of the proposed database modifications and discusses the challenges encountered during the project.
6 Summary: Concludes the thesis by evaluating the impact of the database optimizations on the CAU's efficiency and stimulating future developmental potential.
Keywords
Call center, Database optimization, FileMaker Pro, IT services, CTI, Routing, Personnel management, CAU, University of the Basque Country, Technical competence, Inbound, Outbound, Contact center, Software development, Service efficiency
Frequently Asked Questions
What is the core focus of this thesis?
The thesis focuses on optimizing the IT call center (CAU) at the University of the Basque Country by improving its existing database system and operational efficiency.
What are the primary themes covered?
Key themes include general call center theory, specific technological components like ACD and CTI, personnel management, and the practical application of database optimization.
What is the main goal of the research?
The goal is to enhance the CAU’s effectiveness by addressing technical and process-related weaknesses and implementing structured improvements in the FileMaker Pro database.
Which scientific methods are utilized?
The author uses a qualitative analysis approach, combining theoretical research of call center standards with on-site observation and practical database engineering.
What topics are discussed in the main body?
The main body covers the technological foundations, an analysis of the specific CAU environment, the proposal phase for optimization, and the technical realization of the database changes.
How is the paper characterized?
The paper is characterized by terms such as Call Center, Database optimization, FileMaker Pro, and service-oriented IT infrastructure.
How does the author propose to handle the high fluctuation of agents?
The author suggests providing alternative horizontal development prospects, such as learning new languages or technologies, to keep student agents motivated and engaged.
Why was the integration of the Magic TSD 7 software unsuccessful?
The integration was ultimately decided against due to high purchasing and licensing costs, which did not justify the investment for the small-scale operations of the CAU.
- Citation du texte
- Claudia Prokisch (Auteur), 2003, Optimizing of a call center for computer users, Munich, GRIN Verlag, https://www.grin.com/document/23980
