| Call Center, also named Customer Service Center or Information Center, refers to a system that centralizes communication, service and production instruction through the general usage of advanced communication technology and Computer Telecommucation Integration (CTI) and the optimization of information and logistics. Call Center has changed traditional business model in way of breaking the limitation of time and space for customer service and improving performance efficiency outstandingly. It promoted business development, especially in financial industry.Call Center technology is involved with two technical areas—computer and telecommunication, which two had great influences on the development of Call Center industry in the 21st century with the emergence of many new technology and applications. Along with the updating of telecommunication's broadband and x86 server's operation ability, with the maturation of soft switch-key technology, a new generation of distributed call center is coming out.As a national financial service share-holding organization, the company is facing overall opening up of financial industry after entering the WTO. Therefore customer service appears more and more crucial. To improve customer service quality, a new generation of call center system with prospective technology and extension possibilities should be established.In the process of system design, the latest call center technology has been referred, advanced technical product has been adopted, and company's practical business requirements have been considered. A set of distributed and multi-channel connected call center has been established. The key for it is to take advantage of distributed call center technology and to unified backstage business system technology. The distributed call center is for consistent service during odious situation (such as earthquake and epidemic diseases). While unified backstage system means that all the node of distributed call center system can use the unified backstage system through Front-end processor, and can be switched between mutual-backup,active-active backstage system. By doing this, customers' service can be guaranteed even if they are sorted on different nodes.After setting up of system, the peak handling ability of the whole Call Center may have great progress. Being in the leading role in financial industry, availability ratio of system can be kept over 99.9%, operator service level should be over 90%, satisfaction rate can be over 95% and complaint rate should be less than 0.1%. |
