Call center is the Solution of business improvement

Abstract

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.