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Distributed Call Center Design and Implementation

Author: WangKeKe
Tutor: ZhouShuiGeng
School: Fudan University
Course: Project Management
Keywords: Distributed IP technology Call center Financial institutions CTI
CLC: TN99
Type: Master's thesis
Year: 2008
Downloads: 160
Quote: 4
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Abstract


Call Center (Call Center), also known as a customer service center or contact center is the comprehensive utilization of advanced communication and computer technology (CTI) to optimize the processing of information and logistics, focus on communication, services and production command system. It has changed the traditional business model. It enables customer service to break through the limitations of time, space, and significantly improve the work efficiency. Especially in the financial industry, which greatly facilitate the conduct of business. Across the field of computer and communication technology, call center technology and the enormous impact of these two areas in the high-speed development of the 21st century to its development is closely related to the development of the call center industry, the emergence of many new technologies and applications. Especially with the continuous improvement of the communication bandwidth and × 86 server computing capabilities, soft-switching technology from frontier to mature, a new generation of distributed call center is ready to come out. Project the party as a national joint-stock financial services institutions, the face of the full liberalization of the financial industry after WTO entry, customer service is more important. In order to improve the quality of service of corporate clients, you need to build a set with a certain technology forward-looking, and a new generation of call center systems with greater scalability. Detail the system design process, the effects of the industry's latest call center technology, the choice of a mature technology finished, combined with the company's actual business needs, design a set of distributed, multi-channel call center system access. The key is to use a distributed call center technology and unified back-end business systems technology. Distributed call center to ensure that when there is extreme circumstances (such as earthquake, epidemic diseases, etc.), are able to provide services. The meaning of a unified system in the background is that of all the nodes in the distributed call center system called through the front end a unified back-end business systems, and can in two mutual backup flexibility to switch between the double live back-end business systems. This ensures that customers are unified routing call center node is able to obtain the same business acceptance. Peak processing capability of the system after the completion of the entire call center has been greatly improved, the system available rate remained at 99.9%, an artificial level of service for more than 90%, at the advanced level in the financial industry, customer satisfaction rate is maintained at 95% customer complaint rate does not exceed 0.1%.

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CLC: > Industrial Technology > Radio electronics, telecommunications technology > Radio electronics applications
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