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Research And Implement Of Jinlin Mobile Customer Service System Renovation

Posted on:2012-06-13Degree:MasterType:Thesis
Country:ChinaCandidate:K L ShaoFull Text:PDF
GTID:2178330335951037Subject:Electronics and Communications Engineering
Abstract/Summary:PDF Full Text Request
As the concept of "Users first, intention services" has become the philosophy of, those Telecom Operators that have realized that if they want to get more customers, not only providing stable and reliable calls based business, convenient and thoughtful customer service also plays an importance part. Customer service system supports the customer service, which is an intelligent call center based on the computer telecommunication integration, integrated control exchange technology, computer technology, network technology and database technology in one body, providing complete customer service hotline solutions. The customer service system handles user consultation and complaints, deals with business and also explores potential value-added service, to increase the income. To sum up, construction and update work is necessary for healthy and stable operation of the enterprise.Existing customer service access channels are diverse and complex. These access channels, backstage distributed in core BOSS system,SCP system,DSMP Data business management platform, are independent between each other, lacking of a complete and unified customers' database, it cannot obtain a timely and consistent customer information in different service channels, which affects service quality. Due to these elements, the regular update and expansion of the customer service system remains necessary. The main purpose of this paper is to provide Theoretical basis and upgrade scheme for the customer service system. Take customer service system of Jilin mobile company as a updating target, describing the framework of current customer service system, the working condition of the main system and standby system, processing ability, introducing the working principle of the customer service system, describing the main technical flaws of the customer service system, such as incompatibility of the board integrating, linking instability and operation system instability due to the independent clock source, long upgrade cycle and heavy work load, disable to keep up with the increasing demand of customer, etc. All above are critical to upgrade and expand the current customer service system, which provides a powerful source of problem support for the specific solutions for the next step.According to the existing problems in the current system, proposing a system upgrading theory requires a call model that describes all the factors affecting upgrade operation, such as subscribers, average call numbers mixed business per user per month, artificially business call numbers per user per month, average call duration for every mixed business busy call, concentration rate for mixed busy business, average call handling number for every seat on busy, artificially business comprehensive connection, and a quantitative description of each factor influencing factors. According to the actual data, using the statistical methods, this paper forecasts reasonable number of customer in the next few years, business development indicators, and provides theoretical basis for upgrading operation. Then it abstracts the call model, removes the restrictions against a particular system and makes it suitable for most domestic customer service system upgrade, which makes the theory common realistic significance.This paper puts forward three sets of specific upgrading scheme, compares the advantages and disadvantages of each scheme, and gives a recommendation from the concrete realization level. At the second half, gives out the specific function that the recommend customer service system, including customer service class, basic module, operation management kind, call application classes, call center foundation platform 5 kinds of service projects.At last, it predicts the capacity of the upgrading customer service system. The result of the prediction totally satisfies the call model, indicating the call model and the implementation plan is correct.
Keywords/Search Tags:Customer service, Customer satisfaction, Helpdesk service module, Emergency and Disaster solution
PDF Full Text Request
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