CALL CENTER CUSTOMER SERVICE INFORMATION SYSTEM
A call center, as one of the customer relationship management tools, acts as a connecting element between customers and company. The purpose of this study is to develop an information system for customer service to improve the quality of service and efficiency in a call center.The results are based on a study of a specific ceramic sanitary ware manufacturer and plumbing company.The purpose of the system is to manage the schedule of technical specialists, which will allow distributing their visits based on client preferences, in order to more effectively escalate unclosed, but already operator- processed problems and create various types of reports for the administration. In addition, the possibility of including new call centers, which are planning to open in various places, was added to the system. The proposed solution also promotes the use of mobile systems for significant process improvement