Customer Service Information System for a Call Center

AbstractAs one of the customer relationship management tools, a call center acts as an interface between the customers and the company. The aim of this case study is to design a web based customer service information system to improve service quality and efficiency in a call center. The results are based on a single case studying a certain manufacturer of ceramic sanitary wares and plumbing hardware company in one of the countries it operates. Considering there were several significant issues which directly affect the level of customer satisfaction. The objectives of the system are to manage the technician schedule to do a visit based on the customer preference, to facilitate better escalation of unclosed processed problems after certain duration of time and to generate various types of reports for the use of the management. Furthermore the ability to enable the system to be used by new call center planned to be opened in different location was added. The proposed solution also facilitated mobile usage for more significant process improvements