Design Of SPDB CallCenter System

CallCenter System is an integrative organization which utilizes the technology of communication, computer network & dataware house, includes computer telephony integrated technology, customer service representative, interactive voice response technology, internet technology and supports the customers with full-oriented, individual service. Not only an integrative organization, CallCenter system is also a new thinking and management way in communication society. By the CallCenter System's implementation, it can enhance the ability in customer service, catch the pulse of market in time, implement the proper allocation of inner resources, and enhance the enterprise's ability of rapidly reactivity and its management-level.Currently, the CallCenter system which depends on telephone and network, according to the forethought voice flow, makes it work. But it is not reasonable in the current world which calls for an intelligence & individuation.In view of the situations above, the target of my paper is to design a modern CallCenter System for Shanghai Pudong Development Bank and establish it on the headquarter-bank level, majoring in serving the consumers, covering the banks' all customers and resources; offering the production consultation, information query, trade manipulation, complaint acceptation, booking notice, production sale service, etc.; supporting automatic Interactive Voice Response, customer service representative, fax, email, web bank, cell phone and other multi-media services; providing customer information management, organization management, performance management, service quality management, workflow management, work time arrangement, voice record monitor, repository, report form statistic and so on.As a result, the Shanghai Pudong Development Bank will provide its customers with full-oriented, multi-function, high-quality service of 24 hours. Via the integration and analysis of the customers' data, it will classify the customers, offer the individual services and elevate the customers' satisfaction and loyalty. It will also promote the process of pre-sale, sale and post-sale to be low-cost, high-efficiency, standard and convert it from the cost center to the profit center in the end.