Design And Implementation Of Call Center Training System

With the rapid development of the Internet technology,as well as the increasing popularization and extensive application of E-commerce,more and more enterprises begin to adopt Call Center for better service.Call Center is an aggregation system that receives and sends information for serving customs,marketing,technology supporting and other special business action.It is a response center depends on in-call service, which connects some data base through telephone system,then plays back to customs by the equipment of the computer voice answering automatically,or manual telephone. Call Center combines computer network and communication net in close quarters, which benefits the combining of the technology platform of Call Center and the platform of operation and data-base enterprises owned.In order to speed up staff to adapt the work platform of Call Center and learn the developing technology,the effective training is needed.So as a subsystem integrated into the Call Center,training system can provide more convenience,and fast training, in addition examination to staff,who will master the skill required quickly.This article focuses on staff training subsystem of Call Center,which includes learning online and management of examination,training records,training requirement,training plan,and introduces the entire process of analysis,design and realization of the training subsystems.The article contains five pats,which are requirement analysis,development technology,systems design,function modules realized,summarizing and t expectation.Requirement analysis introduces the overall requirement of the training subsystem and the function requirement of the modules. Development technology introduces how to choose the development scheme of training subsystem,and how to confirm a developing frame technology.Systems design discusses the guidelines and the design of the data base.It also takes some examples to explain how to design by using the development technology.Function modules realized shows the developing process of a basic module through a simple example(Answer sheet function participants to the main object f the course).