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Henan Gas Customer Service System Design and Implementation

Author: WangWenSheng
Tutor: FanMingZuo；WangFengGuo
School: University of Electronic Science and Technology
Course: Software Engineering
Keywords: the Customer Service Centre call centre re-arrange the role SMS platform
CLC: TP311.52
Type: Master's thesis
Year: 2011
Downloads: 18
Quote: 0
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Abstract


As a communication channel between Henan Gas Company Limited and its enterprise users, the Customer Service Centre set up an interaction platform between the company and customers. With the swift exchange of relative valuable information between Henan Gas Company Limited and its users, the role of call centre has been demonstrated as more and more important in the modern market competition for the cooperation and thus granted seriously by the top management. The establishment of call center project for Henan Gas has been considered as a new initiative to change the concept of traditional businesses, enhance the customer service consciousness, improve the customer service quality and then quickly solve the customer problems. The Customer Service System provides very convenient contact window as well as a fast response for 24 hours a day and 7 days in a week for helping the customers in any Gas problem. By using the SMS platform system, it enables the call centre to conduct immediately a customer survey after reparation to know How and this improves not only the customer satisfaction, but also builds up a good enterprise image through this customer service center of Henan Gas Company Limited.Through the analysis and comparison of call centre among the existing three major models of call centers with their respective characteristics, this thesis firstly introduces the current call center technology, and then, based on the analysis of range for using this call system and taking into account of the current production flow and management level of Henan Gas Company Limited, the thesis chooses a self-built technology solution with the support of CTI of switch call center for Henan Gas Company Limited. During the setting up of call centre project, the custom service centre re-arranges the role and position of each people according to their current job, different habit, familiar level of each position and different demand of each staff, and then redesigns different subsystems, which could satisfy more and better of the demand of different department and different people.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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