Agricultural Bank Of China Call Center Project Research

Also known as call center customer service center, which is based on CTI technology, full use of communication networks and computer networks in a number of functional integration, and enterprise as a single entity with a complete integrated information service system, the use of existing kinds of advanced means of communication to effectively provide customers with high quality, high efficiency, full range of services. At first glance, as if the call center business with a service at the most outer layer, in fact it is not just for external users, but also for internal management across the enterprise, services, scheduling, value-added play an important role in the harmonization.Involved in the switch call center technology, computer technology, computer telephony integration technologies (CTI), data warehon technology and management science, and so, as a full use of existing means of communication and computer technology, modern service methods, companies can get the best service with minimum cost. Call center has attracted more and more people's attention. Data show that annual global sales prompted by the call center have reached 650 billion U.S. dollars. Experts predict that in the coming twenty-first century, the call center will quickly become the focus of global business competition.Project background was for the year 2007 ABC (Agricultural Bank of China) call center project. Of the project in early 2007 the author had the honor to join the bidding process in Nortel project team, including the project tender research, program design, establishment, implementation and followingups to the implementation of sales trackings. During this project, much researches were done including call center technology, Nortel Networks and solutions for the industry. Most of ABC relating departments were also interviewed for the customer requirements:ABC Head Office and branches all over the IT department, business unit, e-banking sector and so on. Nortel Networks Corporation with a comprehensive IP, voice switching and applications based on the product and, based on a wealth of IP communications and a comprehensive set of call center communications solutions, providing a tapered path to program implementation. After project team finalizing the technical options, Nortel had done lots of a POC testings (Proof of concept). According to customer needs and business situation, this plan proposed the establishment of the ABC building a unified call center, easy management and deployment for future business; establish three sets of call center environments, for production, training and business development needs; the same time in business volume reached 600 Road parallel processing ability of the traffic to meet the current and medium-term ABC business needs. From the capbility aspect, provided an unifed standardized transfers, inquiries, payment, complaints, advice, financial management, product marketing, and other multi-level, comprehensive, integrated online services.