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"Saat ini pertumbuhan pelanggan telepon seluler di Indonesia meningkat sangat pesat. Namun, peningkatan ini tidak diiringi oleh peningkatan pengetahuan pelanggan terhadap produk telepon seluler dan peningkatan kualitas jaringan yang merupakan tulang punggung komunikasi seluler. Sehingga banyak masalah yang dialami oleh pelanggan dalam menggunakan produk telepon seluler. Call Center merupakan salah satu titik layanan yang paling mudah dan paling sering diakses oleh pelanggan. Dengan bertambahnya pelanggan yang menghubungi dan beraneka ragamnya produk yang ditawarkan, membuat Agent Call Center kesulitan dalam melayani. Mulai dari lemahnya pengetahuan terhadap produk hingga kualitas layanan yang jelek. Pada akhirnya membuat citra perusahaan dimata pelanggan menjadi turun dan pelanggan pindah menggunakan produk kompetitor. Proyek Akhir ini akan memberikan analisa terhadap rposes bisnis yang terkait dalam menjaga performansi Agent Call Center dan perancangan arsitektur teknis sistem Agent Performance Management yang digunakan oleh PT. Telkomsel dalam mempertahankan performansi Agent Call Center baik secara kualitas maupun kuantitas.

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Today, the growth in the number of cellular customers in Indonesia is moving fast. But, the growth is not followed by improvement of customer knowledge about cellular products and about the quality of network, as the back bone of cellular communication. As a result, many customers are having problems with using the cellular products. Call Center is one of the service points that is easy and frequently accessed by the customers. With increasing number of calls and variety of products, Call Center Agents face a difficult challenge in serving the customers. The company must deal with problems ranging from poor product knowledge to poor quality of service."

"The increasing adaptation of shiftwork in the Philippines and its reported adverse effects had encouraged research studies among Filipino workers. This study aims to identify the circadian clock behavior of the shiftworker and its relationship together with the shift schedule against the level of performance. The subjects used in this study were call center agents. Subjects were initially asked to answer a compilation of survey from the Standard Shift work Index (SSI) and Swedish Occupational Fatigue Inventory (SOFI). During the experiment proper, three laptops with head microphones were used where each laptop contained the software and programs in measuring the speech ability, reaction time and memory of participants. Majority of the respondents belong to the morning type and only one belonged to the intermediate type. The General Health Score (SSI) of the agents was generally poor in the aspect of their psychological health. The Swedish Occupational Fatigue Inventory (SOFI) scores showed that the respondents did not experience excessive fatigue. Based on the two-way ANOVA, it was found that the three speech ability measures and reaction time were significant in terms of the performance deterioration at each schedule in relation to the body clock of the individual."