Implementation Of VOIP Technology In The Call Center Of Financial Industry

With the overall opening-up of domestic financial market to the outside world being realized, reform, opening-up and expansion have been the main theme in the development of domestic financial industry. At present, financial market landscape has taken shape, in which, state-owned enterprises take the lead, domestic and foreign-funded companies coexist and a legion of financial companies compete. In order to face fierce market competitions, uplift service levels and establish brands, financial enterprises have been setting up call centers as their customer service platforms.First and foremost, the call center brings about brand-new service concepts and service managing patterns. The standardized operational management mode of modern call center will change such low-efficient practices as few connections among different organs in the same enterprise, separation of business flow and customer data, and limited customer service scale. Instead, with the establishment of the call center, an integrated enterprise service system which features a whole set of effectively standardized managing mode and which takes the call center as the center of business data flow came into being. Specifically speaking, it boils down to this: the unification of service standards, the integration and comprehensive use of service resources, the centralization of customer data and the convergence as well as the transparency of business data flow lead to one enterprise's premium customer service. Second, regarding business level, the development of modern network and communication technologies have diversified the means of call-in and call-out services of the call center. Hence, the call center of securities companies is able to make use of various advanced e-business technologies to offer such services as telephone agency transaction, business inquiry, information service, customization, investment counseling, securities transfer and business acceptance etc. Therefore, different customers can be provided with all-dimensional and one-stop services.Current call center modes consist of distributed call center mode and centralized call center mode. Centralized call-in mode is utilized in the call center at the headquarters level, for example, all customer care staff work at the same place, receive unified supervision and offer services for customers from home and abroad. However, a huge sum of telecommunication fare is generated for financial enterprises if this mode is utilized. To solve this problem, the author proposes that the implementation of VOIP technology in the call center of financial industry can both save a huge amount of telecommunication fare for customers and reduce the communication expenditure of the call center for financial enterprises.Based on VOIP technology theory, this thesis discusses the ways of making use of VOIP transparent transmission technology. Through this technology, voice data at each access point can be converted into IP data. After being transmitted onto the core network platform of the city where the call center is located, inverse conversion is conducted, for example, IP data is changed back into voice data. Then the latter is introduced onto the service platform of the call center. Following are the main parts of this thesis:The background and contents of this subject are introduced. The author proposes that it is feasible to solve the skyrocketing telecommunication fare problem if the VOIP technology is introduced into the construction of the centralized call center.The definition, role, history and classification etc of the call center are discussed. The emphasis lies on the main technologies applied in the call center.Design and implementation of the solution are also discussed. General situation, advantages, technologies and implementation processes of the solution are presented in this thesis.Numerous theoretical studies and practical application tests have testified to the feasibility of integrating this technology into the call center of financial industry and envisioned a bright future. With sufficient previous researches, design and realization, and tests and improvements, the system will become more and more stable and effective.