Design And Implementation Of Precision Telemarketing Call Center System

From the late 90's of development call center business applications have become increasingly mature, organizational structure has become inseparable part of the development of enterprises has made great contributions. With the increasing competition in the market, call center's profitability has been placed on the importance of unprecedented levels, the call center as an active marketing channels more and more prominent role, in the customer service initiative, personalized and multi-layered needs driven by the functions of call center system has to take the initiative and diversity of direction, call center services is moving from passive to active service changes, moving from customer service to marketing and services, changes in both the way the initiative is the use of foreign call system changes to meet such a demand call center applications.In commercial marketing, the most essential is how the product as soon as possible to sell out fast and the economy in a variety of marketing tools, with the call center to improve penetration and significantly reduced capital cost, based on telephone calls telemarketing call channels become one of the most effective marketing methods, the choice for most businesses. But with the constant development and expansion of businesses in a large number of telephone calls outside of the demand, due to the continued increase in seating a heavy burden to the enterprise, how to consciously control and reduction of seats, especially in the new business, the balance of business scale growth and the relationship between seats has become a telephone marketing managers considered the main problem.This thesis on how to improve agent productivity and sales success rate, the existing telephone marketing system in the enterprise made on the basis of improvement, according to the software engineering process, from requirements to apply mainly to do the following:(1) Through careful investigation and analysis, detailed, accurate and complete understanding of the issues to be addressed, clear the user features a detailed description of the system functional and non functional requirements, that target is to establish a set of ease of use, scalability Strong data mining based on the exact telephone marketing system.(2) Summary of requirement analysis through to make the system preliminary design, by way of graphic combined with a complex system divided by the function module, the establishment of the hierarchy and call the module, determine the interface between the module and the man-machine interfaces, details of each module data processing, development of specifications, design data structure, including a description of data characteristics, to determine the structural characteristics of the data, and database design.(3) Based on the preliminary design, functionality, performance, input items, output items, the process logic, interface and so describes the system structure detailed design of the client program, server programs, Web services, pointed out that the unresolved problem, provide the basis for the development of coding.(4) Describe the system implementation process, including development tools, data transfer, internal data, external data, interface and algorithm selection, which introduces a system of two important algorithms:decision tree algorithm C4.5, and forecasts call.(5) In the final system testing and application process, the use of black box-testing, independent of the code, from the user's point of view, through the design of the test steps and test cases, verify that all the software functionality, performance and other indicators, the last according to test results, obtained system has reached target.