Structure And Analyse For DFAC Call Center

A call center, a Computer-based Telephone Integration (CTI) technology, is a comprehensive information service system which fully utilizes the multiple functions of communication and computer network and connects with various enterprises. The typical call center system is made up of Computer Telephone Integration (CTI) System, Automatic Call Distribution (ACD) System, Automatic Call Distribution (ACD) System, Interactive Voice Response (IVR) System, Database Application System, Inbound Management System, Outbound Management System, Agent Management System, Telephone Record System and Call Management System.The key system construction of the call center is to reasonally apply and integrate the pivotal technique of ACD,CTI,IVR and application server for databases when choosing connecting technology for frontdesks and analysing setting-up networks.This article, based on the basic concept of call center, makes a detailed introduction to DFAC's function demand for call center, the formulation of technical program of various business procedures, call center's performance management and evaluation mechanism.There are a variety of ways to conduct customer relationship management, especially computer and network developments provide a good platform for the integrated customer relationship management. Customer relationship management, from man-made customer relationship to the present business site management center and web, achieves higher value maintenance at lower costs. Call centers as an effective means of customer relationship management has become an important CRM means for its low cost, direct communication and convenience. Customer relationship management and call center are inextricably linked. Customer relationship management is from the beginning required to connect with call center which is designed to achieve better customer relationship management. Therefore, it is only through the effective combination of the two that more effective customer relationship management and more meaningful call center service can be achieved.