In the IT, callcenters are a very important link in the support chain facing the customer. One could consider callcenters as necessary evil, causing high costs and overhead. On the other hand they can be an important distinction between IT support providers with a great potential to improve customer satisfaction and enhance customer loyalty. The subject of our theses was to analyze the state of the callcenter, document its processes and procedures and investigate customer and employee satisfaction.

In a first phase, we made an inventory of the present state of the callcenter and documented it using ISO standards. A key first task consisted of the proper classification of the existing processes into business processes, work instructions and procedural steps. In additon we analyzed and documented over one year's worth of customer feedback from surveys. Last but not least, we determined the process metrics used in the day to day operation of the Callcenter.

In the second phase, we looked at the desired end state of a typical callcenter from a bird's eye view. We then honed in on the general components which are necessary, and determined the most important technical elements. In addition we focused on connecting the key performance indicators with respect to quantity and quality.

We then conducted a SWOT analysis to flush out the key strengths, weaknesses, opportunities and threats.

During the last phase, we fully concentrated on finding improvements. Our recommendations are threefold. First we do not propose to completely outsource the callcenter in its entirety. Second, we recommend to add more technical competency to the first customer interaction, and third we suggest to improve quality by more adherence to key performance indicators.

In conclusion, we find the swiss callcenter for technical support - as it presents itself today - in commendable shape. We feel that our recommendations only serve to further enhance the already good customer acceptance.