The Design And Implementation Of The Insurance Industry Call Center Based On CRM

Firstly the paper discussed the definition of Call Center, its emergence and development of history and Call Center systems infrastructure, and introduced a CRM (customer relationship management) theoretical definition, CRM and Call Center relationship, the basic structure of Call Center based on the CRM and the use and significance of the Call Center based on the CRM for the insurance industry. Based on these, secondly, the paper discussed the development of an insurance company Call Center project which the author took part in. According to the insurance companies operating flow the paper in detail the Call Center project's needs analysis. Based on the needs analysis, the paper discussed the system structure of a Call Center with core design concepts of the CRM, the functions of the system design, system models, architectures, interface design, application gateway logic design, automatic email function performs flow design, and then further discussed the automatic email function performs coding achieved.Reviewed the needs of the user on the function of automatic email sent to, the paper discussed the technical analysis of the various functional requirements. Then start from performance analysis, the paper discussed the running time of the various functional modules. Later, the paper discussed the structure of the tables, the language and technical framework for the development including their basic features. Based on these, the paper discussed the flow design and coding implementation of the five functional modules, including manual transmission of real-time email, batch sending the business notification email, batch sending congratulations email, batch sending birthday wishing email, automatic email transmission failure statements. In the implementation, the paper discussed the activation plan task in web projects with the java language. Based on the analysis of system performance the paper found through the use of variables to avoid repeating call the same tasks when the system running, thereby optimizing the system performance. To the attributes of the specific elements in Xml document as signage, the administrator can decide the specific functional modules work or not. It make the system can be configured.The final text of the article in the summary and made the Call Center system to further improve vision.