Directorate of distance education

Functioning of a Call Center
A call center is, first and foremost, a human organization in charge 
of responding to user questions. Most of the time, the privileged channel 
is the telephone, but assistance via the Internet through groupware 
applications is also possible. Certain devices feature a so-called “Web Call 
Back” (or “Call Through”) tool, which allows the user to be called back by 
the company through simple capture of the phone number and clicking 
on the capture button.
At first, operators are responsible for identifying the parties on the 
line. Computer telephony integration (acronym CTI) is increasingly used 
to link the phone system of the enterprise to its information system and 
allow the operators automatic access to files regarding the clients based on 
the calling number.
As soon as the user has been identified and its identity verified 
through a number of questions (client number, address, phone number, 
etc), the operator opens an incident ticket and can access the record via 
the Help Desk software interface. The client record contains the history 
of the client’s calls and all measures that have already been undertaken, to 
prevent diagnosis from scratch. Opening an incident tick starts a timer, 
and the operator must therefore provide the user with an answer within 
the shortest time possible.
Supply Chain Concept
In a production enterprise, the time required to complete a product 
is largely dependent on the supply of raw materials, assembly elements or 
single pices on all levesl of the production chain. The term “supply chain” 
therefore refers to all links of the supply chain.
➢ Purchasing,
➢ Supply,
➢ Stock management,
➢ Transportation,
➢ Maintenance,

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Notes
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The term “supply chain” is comprehensive, i.e.. in particular within 
the enterprise, but also includes all suppliers and their subcontractors.
The term SCM (Supply Chain Management) refers to to the tools 
and methods whose purpose is to improve and automate the supply 
through the reduction of stock and delivery times. The term “just-in-time” 
production characterizes the concept of minimizing stock throughout the 
entire production chain.
SCM tools are based on production capacity information that 
is present in the information system of the enterprise to automatically 
place orders. SCM tools are therefore strongly correlated with Enterprise 
Resource Planning (ERP) of the enterprise.
Ideally, a SCM tool makes it possible to track the passage of pieces 
(traceability) between les different parties of the supply chain.
The supply chain consists of a set of processes associated with 
the flow of goods, information, and money among firms, from the raw 
materials supply stage, through production and consumption stage, and 
finally to the recycling stage. A tool to optimize the supply chain through 
integrated management is called Supply Chain Management (SCM).
SCM resembles Efficient Customer Response (ECR) and Quick 
Response (QR) in the sense that these tools aim to efficiently coordinate the 
firms in the total supply chain in a Just-In-Time (JIT) manner. However, 
these two tools are targeted for specific industries. ECR is developed for 
the food processing industry, while QR is for the clothing industry. SCM is 
not necessarily targeted for any specific industry. All these tools generally 
aim to maximize total value within the supply chain.