Analysis And Design Of Customer Service Outbound System For Broadcasting And Television Network

The Customer Service Centre (CSC) of Guangzhou Digital Media Group was established in 2004, which is done for pilot of Digital TV conversion. After six years of development and accumulated over twenty million of investment, from a working group without fixed seats to a full-function integrated CSS with more than 90 seats, from 8 employees to current more than 160 employees, Guangzhou Digital Media Group Customer Service Centre had become one of the biggest CSS for Broadcasting and Television System in the South china.As the intensification of market competition, profitability of CSS was unprecedented importance. Being active marketing channel, effect of CSS is more and more obvious. In addition, customers require stronger initiative, personalized and multi-layered service. So, the Call Centre System (CCS) which taken a passive way of customer service, can't meet the needs of enterprises. The functions of CCS must take the initiative and diversity of development. Therefore, Outbound System is a call center application to satisfy the requirements'changing.Combined Broadcasting and Television Network business and CSC development status, though research and analysis the J2EE architecture, this paper contracted each advantages and defect of lightweight and heavyweight development platform. Then selected the lightweight development platform to achieve platform architecture design, which much fitted the Broadcasting and Television Network CSC. According to the investigation and analysis of the Telecom Outbound System and the present Broadcasting and Television Network IT System situation, Guangzhou Digital Media Group let the Broadcasting and Television Network CSC Outbound System come true. Base on the requirement analysis, our company completed the construction of system architecture, function modules, system interface, interface, database and network hardware. Finally, we established the Broadcasting and Television Network CSC Outbound System. We have built the return visit of work sheets, initiative marketing, timely reminder, survey-based Outbound Management System. By putting into use successfully, our CSC Outbound System has exploited a newly product marketing channel for the Broadcasting and Television Network operation business, improving the economic benefits of our CSC and the Service Quality.From trial implementation to mass operation, based on the prophase training and the technician's field cooperation, our grassroots staff have improved their operational level and sufficiently affirmed that our Customer Service Outbound System has the characters of operation able, Simplified and Flexibility.