OPTIMASI TINGKAT LAYANAN CALL CENTER JASA TELEPONI DASAR: KAJIAN REGULASI

PURWADI, HENDRO (2019) OPTIMASI TINGKAT LAYANAN CALL CENTER JASA TELEPONI DASAR: KAJIAN REGULASI. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Service level in the call center is calculated based on the number of calls answered during the certain time intervals compared to the total number of calls received. The measurement of service level on the call center operator starts when the caller presses the menu to talk to the operator on interactive voice response (IVR) menu, and is expressed as a percentage (for example: 90% in 30 seconds). The higher expected percentage of service level will be higher the needs of operator in the services. Regulation in Indonesia determines service level for the call center of Basic Telephony Services is in the amount of more than or equal to 90% in 30 seconds. The author uses a business approach to the operational of the call center to analyze existing statutory data. Through the comparative method between operator occupancy and the costs required for the operation of call center using supply and demand curve, the optimum service level value at the call center of Basic Telephony Services can be known, which is 85% in 25 seconds. Keywords: service level, call center, regulation Tingkat layanan (service level) pada call center dihitung berdasarkan jumlah panggilan yang dijawab dalam interval waktu tertentu berbanding jumlah total panggilan yang diterima. Pengukuran tingkat layanan pada operator call center dimulai sejak pemanggil menekan menu berbicara dengan operator pada pilihan menu di interactive voice response (IVR), dan dinyatakan dalam persentase (misal: 90% dalam 30 detik). Semakin tinggi persentase yang diharapkan akan semakin banyak kebutuhan operator dalam layanan tersebut. Regulasi di Indonesia menetapkan tingkat layanan pada call center Jasa Teleponi Dasar adalah sebesar lebih dari atau sama dengan 90% dalam 30 detik. Penulis menggunakan pendekatan bisnis penyelenggaraan operasional call center untuk menganalisis data perundang-undangan yang ada. Melalui metode komparatif antara occupancy operator dan biaya yang dibutuhkan untuk penyelenggaraan operasional call center dengan bantuan kurva supply and demand maka nilai tingkat layanan optimum pada call center Jasa Teleponi Dasar dapat diketahui, yaitu sebesar 85% dalam 25 detik. Kata kunci: service level, call center, regulation

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