Tobacco Industry, Call Center Management System To Achieve

Although the construction of call centers for tobacco companies in China has just started.The speed of development is very quickly.Through the call center tobacco companies can provide quick and thoughtful service which can retain old customers and attract new customers.And this also can enhance relation between business and customer.Besides the call center help enterprises optimize management for current processes, shorten the cycle of sales and the cost of sales.At last the call center can help enterprises to collect,track,analyze and meet personalized demand of customers.This can help enterprises make more profit and customers make more value.Therefore,the construction of call centers is very valuable for tobacco industry.Based on the foregoing,the paper describes a call center management system based on J2EE technology in the tobacco industry.From starting enhancing the level of service,firstly we analyze the business of the tobacco industry and the current call center core technology development. Then we introduce how to build a call center system by the use of CTI(Computer Telecommunication Integration) technology,open source J2EE(Java 2 Enterprise Edition) technology,database technology and Ajax technology.At last we find a practical way to build the call center management system which is suitable for the business of the tobacco industry.This system has many significant advantages in business and technique.Integrating the soft-phone functionality and business functions into a user interface improves the working efficiency of the agents and reduces the waiting time of customers.Using the Applet and JMX(Java Management Extension) technology builds the monitoring interface for agents and agent groups.The manager can use this function to compare the working efficiency of all agents in real time.This way strengthens the management of the agent.The use of Ajax technology improves the user experience of the system.At the same time,provides many reports which help forecast of sales for management level.Compared with other papers,this paper is more focused on building practical applications based on the computer technology and real business.This system implement many typical functions which are client views of management,business consulting,support marketing,market research,customer care,outbound call management,message center, operations management and report.The module design of the system is reasonable and the operation is simple.So these simplify the daily operation of agents and improve the management of the call center.