Jabbarova K.
PhD,assoc.prof, Azerbaijan state oil and industry university
Shukurzade J.
master’s student,Azerbaijan state oil and industry university

Abstract
The call center is organized in order to ensure compliance with laws and regulations in the central government body, objective investigation and response to complaints, prevention of illegal activities, analysis to improve performance and ensuring public satisfaction. An analysis of the data received by the call center is required in order to assure the fairness of government services, the fight against corruption, the objective activities of civil officials, and the prevention of cases aimed at causing public displeasure. There is a need for call centers to operate more rationally and perfectly as an important structural element of government agencies. There is a need for call centers to operate more rationally and perfectly as an important structural element of government agencies. Therefore, in this paper we apply multi-criteria decision making method to selection best software selection for call center. Decision matrix consist of five alternative (Orange Line, ProCall,VoIPTime, Instacall, K3) and five criteria (Telephony, Callback; Call Forward; Reporting, System integration). The obtained results show effectiveness this method.

 Keywords: MCDM, call center, PROMETHEE method, software selection