Research On The Web Call Center System Applied In Distance Education

The development of distance education makes the issues of teaching and service quality become apparent. Dealing with the problem of lacking of real-time interaction and the teaching and service quality can not be guaranteed, this paper designs and implements a web call center system adapting to the distance education.This paper first analyzes the current status of the call center with a combination of distance education, and then discusses the theory and the technology of the call center and the web call center. Based on the analysis of the existing routing algorithms and queuing algorithms, this paper presents a routing algorithm which adapts to the web call center. The routing algorithm integrates new customer priority, the last service and the most recent free allocation. Meanwhile, a dynamic queuing algorithm with priority, relating to the average call time, the call frequency and the waiting time is designed. From the aspect of structure, process, functional modules and database, the paper does detailed design for the system. Based on the study of framework technology to build the web call center for network school, the implementation of overall system and key technology is presented. The test shows that the routing and queuing algorithms presented in this paper improve the efficiency and the service quality of the web call center. The web call center system is suitable for the teaching pattern of the network school, and improves the student support service quality and the teaching quality.