JEECS (Journal of Electrical Engineering and Computer Sciences)
Vol. 6 No. 1 (2021): JEECS (Journal of Electrical Engineering and Computer Sciences)

Decision Support System Selection of The Best Citilink Agent Call Center Using the Fuzzy Ahp Method (analytical Hierarchy Process) (case Study: Pt. Infomedia Surabaya Call Center Citilink)

M Mahaputra Putra (Universitas Bhayangkara Surabaya)
Syariful Alim (Universitas Bhayangkara Surabaya)
Dhanu Budi Pangestu (Universitas Bhayangkara Surabaya)

Article Info

Publish Date
30 Jun 2021

Abstract

For the selection of employees, there are usually many factors in fulfilling the assessment in order to get a maximum target. Especially in the field of call centers, it is required to have qualified skills which can solve problems complained of by customers. So that as a call center who receives incoming calls or can be called inbound calls, it must be the key to solving problems and be able to convey good suggestions. However, to get the value of the agent so that its performance is good, there are parameters that must be achieved, namely acd call, acd time, aux time, available time, staffed time and agent skill. best. By doing this, the monitoring system is very easy and more efficient to find out which agents are underperforming or agents who have reached the performance target. For this reason, an application with a case study was created in order to achieve the maximum target. This application will greatly help the team, namely Teamleader, Taber, Spv, Manager as they play an important role in evaluating agents in their performance.

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Journal Info
JEECS (Journal of Electrical Engineering and Computer Sciences)
Website

Abbrev

jeecs

Publisher

Universitas Bhayangkara Surabaya

Subject

Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering

Description

We aims to promote high-quality Electrical Engineering and Computer Sciences research among academics and practitioners alike, including power system, electrical engineering, industry automation, mechatronics, computer sciences, informatics, and information system. This journal is dedicated for the ...