The Design And Development Of Mandatory Call Center System

In the management of modern enterprises, call center has become a key thing to acquire the confidence of the customers. The majority of existing call centers relies on Local Area Network in business enterprise and need to purchase certain switching equipments. The constitution of the call center system is complex. For the small and medium enterprise, investment cost will be a heavy burden.In allusion to actuality of call center, we propose a concept of mandatory call center. The system structure, basic function and its general design theory are expounded in this paper. Mandatory call center is a large-scale and high subsequent system that established by Call Center Service Provider. The various corporations can establish own call center only by hire the long-distance responder system provided by Call Center Service Provider. Call Center Service Provider construct the hardware devices and keep the running of system. The entire thing that the corporations need to do is managing their own call center responder and customer resource by the platform. Beijing Quanya Communications Technology Co.LTD is a Call Center Service Provider. The corporations that use the service are the provider's user. The purpose of developing this system is helping corporations to construct their own call center effectively.Via the investigation of Mandatory Call Center, the whole system development follows these stages: demand analysis, synopsis analysis, particular analysis, system coding, system test and system disposition. In order to implement the running of corporation's call center, this system includes downstage part and background part. The downstage part helps the call center responders to implement the functions about call processing and affair recording and feedback. The background part helps the corporations' administrator to manage their call center responders and customer resource. According to the theory of multiple—layer design, this system is divided into four layers: entry layer, control layer, operation layer and resource layer. According to the demand of the system function, it has four subsystems: the long-distance responder system, the call control system of IVR, signal processing system and background manage system. According to the function of various subsystems, the four subsystems belong to the four layers. The long-distance responder system belongs to the operation layer. The call control system of IVR belongs to the entry layer, control layer and operation layer. The signal processing system belongs to the control layer and resource layer. The background manage system is developed base on the resource layer.