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Journal : Paradigma

Queue System Implementation at PT. Mulia Persada Indonesia Call Center Services Haryani, Haryani; Qurotaaini, Choirunisa Iqbar; Agustyaningrum, Cucu Ika; Surniandari, Artika; Saputra, Dedi
Paradigma - Jurnal Komputer dan Informatika Vol. 25 No. 2 (2023): September 2023 Period
Publisher : LPPM Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/p.v25i2.2310

Abstract

In this modern era, call centers have become an important element in providing efficient and responsive customer service. One of the main challenges faced by call centers is how to efficiently manage customer call queues. This study aims to implement a queuing system at PT Mulia Persada Indonesia's call center service by utilizing a computer network, with the aim of increasing the efficiency and effectiveness of customer service. This research also includes an analysis of network security using a Virtual Private Network (VPN) and point-to-Point Tunneling Protocol (PPTP) as a security method for call center network connections. The results of the study show that the use of PPTP in PT Mulia Persada Indonesia's network security provides significant benefits. Call center employees can connect to the corporate network through a secure connection, even from an external location such as home. This access allows them to access the queuing system and perform call center tasks effectively without having to be in a physical office. Meanwhile, the implementation of a queue system at PT Mulia Persada Indonesia's call center service has had a positive impact, namely increasing customer satisfaction. With an effective queuing system, customer waiting time can be minimized and calls can be handled quickly.
Co-Authors A.A. Ketut Agung Cahyawan W Adinda Putri, Adinda Putri Adnan Adnan Agus Irianto Agus Junaidi Agus Junaidi Agustiani, Sarifah Agustyaningrum, Cucu Ika Ahyaudin, Ahyaudin Aisyah, Nagita Histimuna Al Busyra Fuadi Al Kausar, Riski Alamsyah Harahap, Alamsyah Ali Imran Anggraeny, Enny Annisa Astrid Anugrahani, Romdha Anwar Senen Arif Rahman Mansur, Arif Rahman Arifn, Zaenal Artika Surniandari Arumningtyas, Fajar Aselia, Putri Asham Bin Jamaluddin Asrida Asrida, Asrida Astisyah, Andi Dian Aunurrahman Aunurrahman Aviria Ermamilia Azaki Khoirudin Bahagiya, Multika Untung Chairul Bariah Chanissa Purwaningrum Christantie Effendy Cindy Caroline Daniawan, Benny Danil, Mahyu Dedi Saputra Deni Erawati Santoso Diah, Muhammad Dianda, Alya Maghfira Dwi Harjanto Dwi Listyorini Eka Rahayuningsih Emi Sulistyowati Emiliana, Meutia Raissa Endang Ciptowati, Endang Endang Syahriani Era Triana Erawati, Wati Ezra Aditia Fachry Abda El Rahman Fadilah, Iwan Fardinan, Rolly Faturrohman, Faturrohman Febiana Kistianti, Febiana Febrianto, Aziza Restu Felisha, Angela Putri Ferdiananda Chadafi, Muhammad Firmansyah, Denny Fithriyyah, Yayu Fithriyyah, Yayu Nidaul Fitria, Annis Fitria, Erlin Fitriana, Cut Nadia Hadi, Sofian Wira Hajri, Zuhratul Halifah Pagarra Hamiidah, Shofia Nurmalita Hardiani, Sri Hartanto, Cahya Fajar Budi Hartanto, Cahya Fajar Budi Haryani Hasbi Heny Suseani Pangastuti Herwin Herwin, Herwin Hidayati, Baiq Nurul Huda, Samani - Humairah, Nurul I Nengah Tela I Nyoman Mangku Karmaya Indri Astuti Irzal, Ummul Aulia Iskandar Aziz Ismiyati Ismiyati Issy Yuliasri Iwan Stia Budi Januarius Mujiyanto Joko Siswanto Khairul Anwar Khalish, Gaviota Khudazi Aulawi Kodriyati, Nanik Sri Kumita, Kumita Kurniawan, Catur Kurniawati Kurniawati Kustanti, Anita Kusumah, Dadang Puja Larasati, Amira Lengkey, Kristin Parera Lidya, Herlin M. Akbar M.I Mangkuwinata, Sonny Mangkuwinata, Denny Sumantri Mangkuwinata, Sonny M. Ikhsan Marison, Artian Ferry Mariyono Sedyo Winarso, Mariyono Sedyo Marlinda, Dwi Martani, Hersinta Retno Marzalina, Marzalina Maulida, Minati Maya Kurnia Sari Muh. Yunus Muhammad Anwar Mulfakli, Mulfakli Mulyahati, Anuwari Muslimin B, Muslimin B N, Ariesta Nara, Intan Permata Narni Tri Sulastri, Narni Tri Ni Ketut Metri, Ni Ketut Nugrahani, Romdha Nuristiana, Nuristiana Nurmasari, Anita Nurul Hidayati Pertiwi, Sri Endah Pipit Rusmandani, Pipit Pramesti , Selviana Dewi Priatno, Priatno Purwaningrum Purwaningrum, Purwaningrum Putri, Rizky Rachma Qurotaaini, Choirunisa Iqbar R, A. Rahmadana Raden Ahmad Dedy Mardani, Raden Ahmad Dedy Raeni N, Raeni Rahayu Condro Murti Rahmawati, Yusi Randa M, Asty Ratna Kurnia Dewi Retno Muriyani, Retno Rimba, Lovely Grace Rini Mutahar Rita Erlina, Rita Romadonika, Fitri Rompas , Garcia Kristin Rudi Hartono Rusli, Marzalina Safitri, Rias Pratiwi Safrina, Emi Saifudin, I Made Moh. Yanuar Sakura, Royanna Saputri, Alvira Damayanti Seftiyani, Friska Siswi Kusumadewi S, Siswi Sonny Muhammad Ikhsan Mangkuwinata Sri Ratna Widyowati, Sri Ratna SRI SETIYARINI, SRI Sri Warsini Sugeng Priyanto, Sugeng Suhardi Aldi Sularmi Sularmi Sutono Sutono Suwondo Suwondo Syafruddin Syafruddin Syafryadin, Syafryadin Syah, Nuhasan Syahirul Alim syahriani, endang Syifah, Nurzaidah Thoyibah, Zurriyatun Tjitjih Kurniasih, Tjitjih TRI PRABOWO Tulutfiah, Besse Afidah Uki Noviana Ulhusni, Annisa Wahyudin Wahyudin Wanti, Ipang Fitria Wati Rahayu Winarno, Pujo Winarto, Agung Tri Wulandari, Luh Putu Lila Wuri Wuryandani Yeni Fitri, Yeni Fitri Zahara, Mutiara Zakiyyah, Salma Zarimah, Zarimah