Araştırma Makalesi
BibTex RIS Kaynak Göster
Yıl 2021, Cilt: 7 Sayı: 1, 1 - 5, 30.05.2021

Öz

Kaynakça

  • AKŞIN, Z., ARMONY, M., & MEHROTRA, V. (2009). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16, 665-688.
  • CHICU, D., RYAN, G., VALVERDE-APARICIO, M. (2016). Determinants of customer satisfaction in call centres. European Accounting and Management Review, 2(2), 20-41.
  • CHOU, S., Lin, Y. (2000). Computer telephony integration and its applications. In Proc. of IEEE Communications Surveys & Tutorials, 3(1), 2-11.
  • CORKREY, R., PARKINSON, L. (2002) Interactive voice response: Review of studies 1989–2000. Behavior Research Methods, Instruments, & Computers, 34, 342–353.
  • FEINBERG, R. A., HOKAMA, L., KADAM, R., KIM, I. (2002) Operational determinants of caller satisfaction in the banking/financial services call center. International Journal of Bank Marketing, 20(4), 174-180.
  • KISHINSKY, K., ANISIMOV, N. (1999) Telephony Call-Center Scripting by Petri Net Principles and Techniques, Patent, US 6178239 B1, San Francisco, CA, USA.
  • LAVRAKAS, P. J. (2008). Predictive Dialing. Encyclopedia of Survey Research Methods, 1, 604-605.
  • PETTAY, M. J. (2015) Script Compliance Using Speech Recognition, Patent, US 8990090 B1, Omaha, NE, USA.
  • SMITH, B. M. (2019) Dynamic Scripts for Tele-Agents, Patent, US 2019/0080370 A1, Atlanta, GA, USA.

C-Scripter: A Dynamic Call Center Scripting Application

Yıl 2021, Cilt: 7 Sayı: 1, 1 - 5, 30.05.2021

Öz

Call centers are communication channels between companies and their customers, where customers usually receive information about products, campaigns, promotions, and solutions to technical problems. In this study, a dynamic call center scripting application called C-Scripter, which connects the dialer system and the customer representative’s display, is proposed. In more detail, C-Scripter can be described as an application that reflects the calls made with the automatic outgoing call system on the customer representative’s screen and enables to manage the call according to the workflow requested by the customer. Non-native counterparts of C-Scripter only provide restricted use due to lack of code access. Furthermore, the purchase of such non-native applications results in a severe financial loss paid in foreign currency. By developing C-Scripter with an entirely domestic workforce, the source codes of the application have been made fully accessible, and a much more flexible structure in development and integration has been offered.

Kaynakça

  • AKŞIN, Z., ARMONY, M., & MEHROTRA, V. (2009). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16, 665-688.
  • CHICU, D., RYAN, G., VALVERDE-APARICIO, M. (2016). Determinants of customer satisfaction in call centres. European Accounting and Management Review, 2(2), 20-41.
  • CHOU, S., Lin, Y. (2000). Computer telephony integration and its applications. In Proc. of IEEE Communications Surveys & Tutorials, 3(1), 2-11.
  • CORKREY, R., PARKINSON, L. (2002) Interactive voice response: Review of studies 1989–2000. Behavior Research Methods, Instruments, & Computers, 34, 342–353.
  • FEINBERG, R. A., HOKAMA, L., KADAM, R., KIM, I. (2002) Operational determinants of caller satisfaction in the banking/financial services call center. International Journal of Bank Marketing, 20(4), 174-180.
  • KISHINSKY, K., ANISIMOV, N. (1999) Telephony Call-Center Scripting by Petri Net Principles and Techniques, Patent, US 6178239 B1, San Francisco, CA, USA.
  • LAVRAKAS, P. J. (2008). Predictive Dialing. Encyclopedia of Survey Research Methods, 1, 604-605.
  • PETTAY, M. J. (2015) Script Compliance Using Speech Recognition, Patent, US 8990090 B1, Omaha, NE, USA.
  • SMITH, B. M. (2019) Dynamic Scripts for Tele-Agents, Patent, US 2019/0080370 A1, Atlanta, GA, USA.
Toplam 9 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Mesut Tartuk

Taha Furkan Nurdağ

Fatih Abut 0000-0001-5876-4116

Fatih Akay

Sevtap Erdem

Yayımlanma Tarihi 30 Mayıs 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 7 Sayı: 1

Kaynak Göster

APA Tartuk, M., Nurdağ, T. F., Abut, F., Akay, F., vd. (2021). C-Scripter: A Dynamic Call Center Scripting Application. Eastern Anatolian Journal of Science, 7(1), 1-5.
AMA Tartuk M, Nurdağ TF, Abut F, Akay F, Erdem S. C-Scripter: A Dynamic Call Center Scripting Application. Eastern Anatolian Journal of Science. Mayıs 2021;7(1):1-5.
Chicago Tartuk, Mesut, Taha Furkan Nurdağ, Fatih Abut, Fatih Akay, ve Sevtap Erdem. “C-Scripter: A Dynamic Call Center Scripting Application”. Eastern Anatolian Journal of Science 7, sy. 1 (Mayıs 2021): 1-5.
EndNote Tartuk M, Nurdağ TF, Abut F, Akay F, Erdem S (01 Mayıs 2021) C-Scripter: A Dynamic Call Center Scripting Application. Eastern Anatolian Journal of Science 7 1 1–5.
IEEE M. Tartuk, T. F. Nurdağ, F. Abut, F. Akay, ve S. Erdem, “C-Scripter: A Dynamic Call Center Scripting Application”, Eastern Anatolian Journal of Science, c. 7, sy. 1, ss. 1–5, 2021.
ISNAD Tartuk, Mesut vd. “C-Scripter: A Dynamic Call Center Scripting Application”. Eastern Anatolian Journal of Science 7/1 (Mayıs 2021), 1-5.
JAMA Tartuk M, Nurdağ TF, Abut F, Akay F, Erdem S. C-Scripter: A Dynamic Call Center Scripting Application. Eastern Anatolian Journal of Science. 2021;7:1–5.
MLA Tartuk, Mesut vd. “C-Scripter: A Dynamic Call Center Scripting Application”. Eastern Anatolian Journal of Science, c. 7, sy. 1, 2021, ss. 1-5.
Vancouver Tartuk M, Nurdağ TF, Abut F, Akay F, Erdem S. C-Scripter: A Dynamic Call Center Scripting Application. Eastern Anatolian Journal of Science. 2021;7(1):1-5.