Browsing by Author "Sara Abdalla Ahmed Saeed"

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Call center is the Solution of business improvement
(2015) Sara Abdalla Ahmed Saeed
abstract Aim : This study aimed to assess the functioning of institutions , the impact of the role of the call center , determine the call center requirements, and to find the answer of questions about who will use the system, what the system will do, when and where it will be used and the method of access to information through the system. The call Center is the link between the service provider and the customers, it’s the Central center to receive and deliver many of the requests made over the phone. The institute create the call Center to support the products or to deal with queries and solving customer problems. And to provide the information to consumers is marketing the phone call center job of marketing to the phone and dealing with customers to provide products and services and solving problems related to customers and refer them to make sure even completely solve the problems calls. This study chose Faisal Islamic Bank because it has turned out after personal interviews with the bank's employees and private workers in the department of information systems, the researcher suggested that the bank lacks the communications center where customers Esttieion reach of the information system, but to come to the bank or direct contact to one of the bank's employees and this posing a a major obstacle in the delivery of information in addition to the lack of knowledge of the bank's customers new technologies that have been added in the bank system. Methods and tools: The researcher used Asterisk system is open source system is capable of converting any personal computer to the telephone exchange as it would open the door to a world of opportunities and possibilities unlimited social development in all parts of the world and for submission functions of large telephone switches free of 7 charge, which reduces the cost of establishing contact the Foundation Center, it has been used and the rules of programming php , mysql Database. Results: The study showed that the bank's clients and the bank's management and staff of the customers on the service department very welcome to this system and I've downloaded to provide all aids to the success of this study, has been built call center system Mmazad of customer satisfaction and ease the delivery of information to the customer and raise the catalog Bank level by the announcement of the center communications. Conclusion: The study has made clear that all institutions in need in the communications center, and the importance of his role in the work of the institution in terms of the delivery of new services to the customer and then receiving inquiries about how to deal with problem-solving services until you return to the customer and make sure to resolve the problem properly.