The Call Center System Optimization Scheme Of G Telecommunications Company

With the operation environment change in domestic telecommunication enterprises, Telecom customer status have fundamental changes, At present, telecom competition is reflected not only on price, but also the more reflects in service. At present, telecom competition is reflected not only on price, but also the more reflects in service.. In this "all take the customer as the center" times, as a customer direct contact link, Call center's main functions are more and more obvious, call center system of optimizing also more and more get the attention of telecom enterprises. With all the business development, Call center in new business promotion, product brand publicity, especially the mobile data services the popularization and application will play an important role, compared to call center of the traditional voice era, modern call center have more powerful system support.The Call center system, for the customer to provide a unified service comprehensive communication system, this system optimization and perfection, to a great extent, to improve the efficiency and quality of customer service, improve customer satisfaction and loyalty, promote telecommunications enterprises market competitiveness, played an important role. As the aggravate that the market competes, G Telecoms company pay more and more attention to call center system construction, to improve customer service call center system to work the support ability,in this paper gives the existing call center service system function optimization of thought, to G telecommunications companies call center service system present situation is described in detail, analyzing the necessity of business analysis, functional requirements, the business scope mainly discussed in this paper, the system capacity requirement of engineering construction measure and scheme and project implementation program of Suggestions and instructions.Through this optimization and adjustment, for telecom operators in informationconstruction of telecommunication services, create advanced comprehensive support systems, comprehensively promote the service level, make customer service work can effectively support China G telecoms company overall strategy implementation, has the extensive research significance and application value.