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"ABSTRAKSistem Call Center adalah bentuk penerapan Customer Relationship Management yang dapat meningkatkan hubungan Perusahaan dengan Pelanggan. Namun untuk membangun Sistem ini diperlukan biaya yang tinggi. Sistem Call Numbering menggunakan Platform Cloud merupakan bentuk penerapan Cloud Computing yang berfungsi menyerupai Call Center dan memerlukan biaya yang terjangkau. Dengan dibangunnya Sistem Call Numbering menggunakan Platform Cloud untuk Perusahaan Menengah Kebawah, maka hubungan dengan Pelanggan akan semakin terbina dengan baik. Karya ilmiah ini mengusulkan Pengembangan Aplikasi dan Analisis Bisnis Call Numbering berbasis Cloud. Pembangunan Sistem dilakukan menggunakan platform Web Hosting, Database Mangement System, dan Interactive Voice Response didalam Cloud dengan output berupa Aplikasi Web. Sedangkan Analisis Sistem menggunakan Tools Strategi “Samudra Biru”. Sistem Call Numbering menggunakan Platform Cloud yang telah dibangun memenuhi syarat kelayakan setelah diuji kualitasnya dengan menggunakan metode Pengambilan Data melalui Angket. Kemudian Sistem dianalisis mengunakan Tools Strategi “Samudra Biru” yang terdiri Analisis Kerangka Kerja Empat Langkah, Analisis Hapuskan-Kurangi-Tingkatkan-Ciptakan, Analisis Strategi Kanvas, Analisis Pemetaan Pioneer-Migrator-Setler, Analisis Rangkaian Strategi “Samudra Biru”, dan Analisis Tiga Tingkatan Konsumen. Hasil analisis menggunakan Tools Strategi “Samudra Biru” menyimpulkan bahwa Sistem Call Numbering menggunakan Platform Cloud memiliki keunggulan efisiensi biaya, peningkatan mobilitas, dan jaminan keamanan yang lebih baik dibandingkan dengan Sistem Call Center, Sistem ini juga dapat bertransformasi menjadi Call Numbering Mobile dan siap untuk dikomersialkan.

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ABSTRACTCall Center System is a Customer Relationship Management application form which can increase the Company's relationship with the customer. However, this system is necessary to build a high cost. Call Numbering system using Platform Cloud Cloud Computing is a form of application that functions like a call center and an affordable cost. By Call Numbering System built using Cloud Platform for Midsize Company Move Down, then the relationship with the customer will be nurtured well. This paper proposes Application Development and Business Analysis Cloud based Call Numbering. System development is done using the platform Web Hosting, Database Mangement System, and Interactive Voice Response in the Cloud with output in the form of Web Applications. While the use of System Analysis Tools Strategy "Blue Ocean". Call Numbering system using Cloud platform that has been built to meet eligibility requirements after quality tested using the method of data collection through questionnaire. Then analyzed using the System Tools Strategy "Blue Ocean" which consisted Four Steps Framework Analysis, Analysis Eliminate-Reduce-Raise-Create, Canvas Strategy Analysis, Analysis Mapping Pioneer-Migrator-Setler, Analysis of Strategies series "Blue Ocean", and Analysis of Three Consumer level. The analysis using the Tools Strategy "Blue Ocean" concluded that the Call Numbering System using Cloud Platform has the advantage of cost efficiency, improved mobility, and security better than the Call Center System, this system can also be transformed into Call Mobile Numbering and ready for commercialization."

"Karya akhir ini membahas mengenai analisis kebutuhan petugas pada Chevron IBU IT Service Desk dengan menggunakan simulasi event diskrit. Tujuan dari penelitian ini adalah menganalisis kondisi di IT Service Desk saat ini dan memberikan usulan alternatif pengelolaan layanan IT Service Desk agar mampu menangani panggilan yang masuk minimal sebanyak 90%. Metodologi dalam melakukan penelitian ini adalah simulasi event diskrit dengan menggunakan aplikasi Arena Simulation. Terdapat tiga skenario usulan dengan menambah jumlah petugas pada waktu pelayanan yang berbeda. Dari ketiga skenario yang diusulkan, skenario ketiga (menambah dua petugas pada pukul 07.00 - 16.00 dan dua petugas pada pukul 08.00 - 17.00) memberikan kinerja yang terbaik yaitu 92.81% panggilan yang masuk dapat dilayani. "

"Call Center ditugaskan untuk membantu pelanggan untuk menyelesaikan permasalahan, selain itu juga Call Center salah satu cara terbaik dalam berinteraksi dengan pelanggan. Call Center bukan hanya digunakan oleh perusahaan namun juga instansi pemerintah, badan hukum dan berbagai sektor lainnya. Dari tren alokasi kode akses yang didapatkan pada tahun 2018 hingga tahun 2021 bahwa Call Center mengalami peningkatan penggunaan kode akses pusat panggilan informasi. Oleh karena itu, dibutuhkan suatu cara untuk melakukan proyeksi terhadap okupansi kode akses layanan Call Center untuk menghindari habisnya okupansi dikarenakan terbatasnya digit kombinasi yang dialokasikan pemerintah. Dalam penelitian ini proyeksi dilakukan untuk menentukan periode habisnya okupansi kode akses layanan Call Center, sehingga dapat melakukan mitigasi dengan melakukan pembuatan regulasi pengaturan digit kombinasi baru bagi Call Center. Hasil yang didapatkan dari perhitungan proyeksi diketahui bahwa tahun 2026 akan mengalami krisis kode akses layanan Call Center dan sepenuhnya habis pada tahun 2027. Kondisi tersebut berimplikasi terhadap kebutuhan pengaturan terkait dengan digit kombinasi.

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Call Center is responsible for helping customers to solve problems and is the best way to interact with clients. It is widely used by companies, government agencies, legal entities, and other sectors. From the access code allocation trends in 2018 to 2021, the use of access codes for Call Centers has increased. Therefore, we need a way to project the maximum Call Center service access codes to mitigate the running out of occupancy due to the limited combination of digits allocated by the government. This study aims to project when the access code occupancy of the Call Center service runs out for early mitigation in the form of regulations for setting new combination digits for Call Centers. The projection calculation indicated there will be an access code crisis for the Call Center service in 2026 and will be entirely run out in 2027. From the projection of the access code expiration period and analysis carried out, new regulation related to combination digits is needed."

"ABSTRAKSkripsi ini membahas kinerja operasional call center Jasa Marga Traffic Information Center dalam penanganan panggilan. Tujuan penelitian ini adalah mengetahui efektivitas kinerja layanan call center Jasa Marga Traffic Information Center berdasarkan indikator ukuran layanan, ukuran kualitas, dan ukuran efisiensi. Penelitian ini merupakan penelitian deskriptif dengan pendekatan kuantitatif. Hasil penelitian menyarankan untuk meningkatkan keefektifan kinerja call center sebaiknya perlu dilakukan pemisahan tugas antara Traffic Information Center dengan Call Center, mengoperasikan line telepon aktif dalam jumlah yang optimum serta melakukan evaluasi terhadap kinerja masing-masing agen.

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ABSTRACTThis thesis is measuring on operating performance of call center Jasa Marga Traffic Information Center on their call handling. Goals of the thesis are to know the performance effectiveness on Jasa Marga Traffic Information Center both quality and efficiency services indicator. This is a descriptive research with a quantitative approachment. The result of the research are suggest that to improve efectiveness performance on the call center should be separated between Traffic Information Center and the call center, operating the phone line with optimum number, and evaluate individual agent performance."

"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The real-time contact center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues. This timely book will help you: establish the business case for transforming your contact center into a real-time profit center. Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. Build profitable relationships with sales and marketing. Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. Hire, train, and motivate staff to keep your contact center at the top of its game. Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The real-time contact center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, T\the real-time contact center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that's designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry."