New Generation Call Center And Its Application

This paper is on the research of new generation call center and completed the study of "the real time and global call center of large scale" based on the practice. I studied and explained in my paper the new operation model for call center. And the research is improved and perfected in practice. The new operation model is supported and realized by two models of commercial origin ideas, one patent technique and two special techniques and it has technical patent value.The first model of commercial origin ideas is that booth representatives from advanced countries are corresponding to customers with their voice (mother tongue) and booth representatives from the third countries are responsible for the synchronous processing service in call center, in order to make use of the great difference of personnel cost between the advanced countries and developing countries, so that the language advantage of booth representatives from third country are played fully and inferior position for conversation is avoided.The interchange function of voice communication service between local and remote booths is realized and the model that PC input data at different area as local input has been realized when the internet is connected at real time, then a combination that system of division of labor which is suited to service and computer application system has been set up.Booth operators at both sides can process voice communication service and information service separately through the network and PC in this invention. Booths can define service correspondence and input method more efficiency, correctly and quickly according to characteristics itself. Meanwhile, not only production abilities can be raised, personnel cost can be reduced and satisfaction to customers can be improved, but also it makes the real time service corresponding possible. The limit of substituting data input service at different areas has been eliminated, it is to be expected that demand of hiring shall be increased rapidly at local and at other areas.The second commercial model is that IVR(Interactive Voice Response) system in computer is substituted as original caller to choose and push the number that needs service from questions sensed automatically and the method may be used to correspond with any open questions, caller can talk freely and his voice can transfer computer interface and voice data to a suitable area through network and local input operators can use PC to hear such correspondence. At same time, the processing party with characteristic of high hearing abilities can be used to reply customers with 99% of the voice distinguishing rate and also voice transferring system, such as: "text to speech" can be used to reply customers, in such way, direct contacting with caller will be avoided and different pronouncing habits can also be avoided.For the realization of the works mentioned above, the relevant supporting technology are put forward as the following:The first TTS(Text to Speech) technology that supports service model mentioned above is used to reform IVR in the tedious process with customers. TTS enables the system to be designed along with customer's demand and convenience, so that the system may supply good service to customers in time and raise customer's satisfactory effect.The second multi-channel voice monitoring technology has solved the voice delay of hearing multi-channel voice (several hundred channels scale) on internet simultaneously and automatic distribution function, it enables real time processing service at different area to be possible through internet, and also large amount of cost of international special line or long-distance call can be reduced.Thirdly, the new cryptical function of data voice is realized and management method is strengthened by the network information safety soft wear package (encryption technique). It can not be deciphered, even information is revealed. The goal of real network information safety is realized. The customers' interests and information safety are protected basicly.This paper deeply probed and studied the management model and quality control system of the call center and the application of internet technique, computer science and communication technique in call center. The paper also expounded how to collect multi-technique to reach the expected operation results successfully, and the test was carried out based on implement scheme put forward in theory design, feasibility of service model and supporting technique has been proved in practice. The successful transform for TTS( Text to Speech) technology, the research and apply on MyCapture multi-channel voice monitoring technology, MyData internet cryptical technology, are my primary academic contributions during my study.