![]() ![]() At UOP, he taught undergraduate and MBA courses in Technology Management and Information Systems. ![]() Prior to this he was a practitioner faculty at the University of Phoenix (UOP) while maintaining a full-time job in the technology industry. He is currently an assistant dean for quality assurance and development affairs and teaches undergraduate and master level courses in Computer Information Systems. Thair Hamtini joined the University of Jordan as an assistant professor in September of 2006. The database greatly improved the overall quality of the Carolina Call Center. Since the database is an efficient timesaver, it decreased the number of working hours for both management and employees. The decreased number of errors combined with the reduced need for employees helped the call center save money. Not only did the database automate work to the employees, but it was beneficial to be business as well. The accounts also had a timer as well as a break button that automatically kept track of login, logout and breaks. Each account gave the agents access to the different campaigns they were working on. Every agent now had an employee account with a password. We used Navicat as a database client, and Dreamweaver as a web-interface design. Since many Call Centers may encounter these problems, we found a solution by creating a database. This made it hard to keep track of the data in an organized matter. Data would be entered on Microsoft Excel and results were displayed on Microsoft Word. Carolina Call Center used to manually keep track of its call information through different programs. ![]() In this article we proposed an architecture and showed how the system works. Typically, a call center has the capacity to handle a considerable volume of calls at the same time, to screen calls, forward calls to qualified person to handle them, and to log calls. Agents, Call Center, Inbound, Navicat and Outbound, AbstractĪ call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation.
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