Design And Implementation Of The Call Center Based On CRM

With the development of economic, the competitiveness of major enterprises has been transfered from products to brand .Through some ways enterprises improve their brand recognition and quality of services, to retain old customers and attract new customers. As call center has an advantage of communicatting with customers, many companies have gradually recognized that the role of the call center is important and have set up their own call centers. However, enterprises need not only to improve quality of service through the call center, but also hope to manage the relationship of customers by call center. Basing on the understanding of the development process of the Call center, a solution eventually was proposed that the CRM (Customer Relationship Management) combine call center, the solution change the call center's aim from "the call is the center" to "customer is the center", which enables customers to feel the care coming from the entenprise, improve customers' loyalty, satisfy the requirements of customer relationship management.The CRM call center system use J2EE three-layer structure to achieve UI Layer, Bussiness Layer, Persistence layer separated, down a one-way visit to the technical framework to ensure that the system can be scalabilite and reusabilite. The system is made of the pluggable modules, in order to avoid the wast of enormous human and financial resources because of the unsteady requirment in the course of the software development.Dealing with the call center system's complexity and competence for the multi-language competence elusive on the issue, the paper use a new way to complete the problem by binding the agent with the resource .In the paper, the research on the CRM call center's construction and development has some reference value.