Design For Route & Queue Of Call Center

It's deeply recognized by more and more companies that customer service is a most important way to win their customers'satisfaction in the fierce market competition day by day. As a chief component in customers'service, Call Center is an important tool for modern company to improve enterprise profile, touch customers in two-way, solve customer problems, elevate customer satisfaction and loyal. It is the most urgent situation that how to construct a effective,stable Call Center, and make it from"cost center"to"profit center".Based on a brief description of the evolvement, it describes in detail the system analysis, architecture, devices, indicators and multi-tier design idea of Call Center, consulting advanced thoughts and trusses both here and abroad. It analysis several call routing policy and elucidates software design models and issues mainly to be concerned. Learning from the arithmetic in existence it brings forward dividing-craftsmanship-adding-weight-average-priority-linearity arithmetic creatively. It also does creative research on anticipate-time when wait in queue which many enterprise hope to resolve.By these designed policies and research finds, the current resources of a Call Center can be utilized fully and the most suitable devices and agents can be picked out to service a customer. So customer will be enjoy the most excellent service and satisfied.