Design and development of TT&T call center system
Issued Date
2001
Copyright Date
2001
Resource Type
Language
eng
File Type
application/pdf
No. of Pages/File Size
ix, 121 leaves
ISBN
9740409059
Access Rights
open access
Rights
ผลงานนี้เป็นลิขสิทธิ์ของมหาวิทยาลัยมหิดล ขอสงวนไว้สำหรับเพื่อการศึกษาเท่านั้น ต้องอ้างอิงแหล่งที่มา ห้ามดัดแปลงเนื้อหา และห้ามนำไปใช้เพื่อการค้า
Rights Holder(s)
Mahidol University
Bibliographic Citation
Thesis (M.Sc. (Technology of Information System Management))--Mahidol University, 2001
Suggested Citation
Tapanee Tirapat Design and development of TT&T call center system. Thesis (M.Sc. (Technology of Information System Management))--Mahidol University, 2001. Retrieved from: https://repository.li.mahidol.ac.th/handle/20.500.14594/103810
Title
Design and development of TT&T call center system
Alternative Title(s)
การออกแบบและพัฒนาระบบศูนย์ลูกค้าสัมพันธ์ บมจ. ทีทีแอนด์ที
Author(s)
Advisor(s)
Abstract
In current competitive environments , many business organizations face severe competition to meet customer requirements. Customer satisfaction needs to be a corporate target. Technology of information systems management has an important role to play because it is the heart of the daily activities and a major consideration for corporate business. Call Center ( customer service response units ) are a strategy employed for distinguishing service as it is the critical contact point between the customer and service provider. TT&T company has invested in call center. Its call center used a manual system, where the first step in the process was for call center operators to record calls by writing on forms. The second process was to dispatch CAR ( Corrective Action Request )orders to appropriate departments. The third process was to receive solutions and finally announcing the results to the customer. Manual system using many steps processes are slow, inconvenient and inefficient for customers, call center operators, and the flow of work. The aim of this research is to design and develop a new web-based call center application. The prototype was trailed at TT&T company by using a paperless, web- based software system. The methodology consists of preliminary investigation of the old system, determining user requirements, design of alternative systems , development of software application, system testing, and finally implementation and evaluation . The results of the design and development process at TT&T Call Center suggest improving that are possible. With this system users can access the application on any computer which is connected to the intranet. The application adds convenience and speed to work-flow and it reduces overuse of paper in the office. The other benefit is the automatic reports generated for use by the management committee. Clearly this research has shown the benefits of moving from a manual system to a web-based application system. There are however problems associated with such a move. One, is the faceless impersonal service offered by applications. The other is the unreliability of networks. However, the benefits to customer from this system outweigh the disadvantages.
Description
Technology of Information System Management (Mahidol University 2001)
Degree Name
Master of Science
Degree Level
Master's degree
Degree Department
Faculty of Engineering
Degree Discipline
Technology of Information System Management
Degree Grantor(s)
Mahidol University