Study On Call Center And It's Application

With the development and mergence of computer technique and communication technique plus multiple requirements of customer, modern corporations have been driven to establish a uniform and compositive Customer Care Center (also known as Call Center) urgently. As an important communicating media between corporation and their customers, Call Center can be used to effectively serve for customers, enrich marketing channel, improve reputation, enhance competition force. In this paper, based on the construction of Customer Care Center of Chongqing Mobile Corporation (CQMC), the course of development of Call Center and currently application actuality in the world was introduced. The design scheme, equipment, programming of resource, configuration of net and application of software in this enlargement capability project of CQMC were depicted detailedly. Private Branch exchange (PBX) technique was combined with computer technique strongly by using Computer Telephony Integration (CTI) technique. The general thinking of operation and exchange were separated in the system had been adopted. Using the model of three layers structure, which is operation exchange layer, operation supporting layer and operation realization layer, the function of data and exchange realized synchronously. And the same time, this method can ensure the independence of data and exchange. The performance of this system had been improved by adopting C/S+B/S structure in application model. According to the telephone task model and the forecast of the development of user numbers of CQMC, the configuration of the Call Center had been analyzed and calculated in this paper, including agent, IVR ports, relay ports, server and database and so on. At last, the specific project of enlargement capacity of CQMC had been presented. Currently, the Call Center of CQMC had been checked and accepted. The system worked stably after employing one year.