Call Center System Design And Implementation

With the economic development, in all walks of life, the competition among enterprises becomes more and more intense. The major competition focus is not only on product but also on the enterprise brand. Enterprises improve their own brand awareness and quality of pre-sale and after-sale service through a variety of ways, so as to keep old customers and to attract new customers. How to improve customer satisfaction is gradually mentioned on many enterprises` development agenda. The main analysis of this paper is how to combine current polytypic communication technology and booming computer network technology effectively for enterprises to establish an efficient, stable, flexible, scalable, technologically advanced call center (Call Center), which can help enterprise to greatly improve the work efficiency and service quality, to provide users more personalized service, to maintain customer loyalty, to attract new customers, to improve the economic efficiency of enterprises and to enhance the competitiveness of enterprises.Call center is not a new thing. In the 1950s, the western developed countries have established initial call centers. Along with the technology development, call center is evaluated from single function with answered customer service hotline to multi-functional integrated call center platform that integrate computer technology, network technology, mobile technology, CRM and other technology. Call center platform can help enterprises to optimize resources, to improve their workflow, to increase the economic efficiency of enterprises. Especially for the financial enterprise, of which the business philosophy is to serve the customer, a well designed and feature-rich call center platform is very helpful for their business operation and development.Regarding to insurance, banking, securities and other financial industry enterprise, there have common characteristics: wide geographic distribution and high dependence on client resources. Customer service is the life of financial enterprise. The paper is based on the design of call center platform solutions, proposes a method of establishing distributed architecture call center platform: combines with the CRM (Customer Relationship Management) technology and adopts modular design to structure call centre. This paper illustrates Haier New York Life Insurance Company call center platform design and implementation, firstly introduces the definitions and the technological development of the call center, compares a variety of methods to construct call center, then provides suitable architecture design for insurance enterprise. Secondly, author analyzes the requirements of the project and compares the several different constructs, then designs the infrastructure of the Call Center platform system; lastly, author gives the solution of the acceptance test. According to its own needs of specific function, insurance enterprises can choose part of or all modules, including the Private Business Exchange technology, computer and communication technology integration technology, intelligent call distribution technology, optional web-based remote agent technology, modular business module and so on.The author responses for the solution of this project and design of acceptance test. At the end of this paper, it summarizes the project implementation, and puts the further assumption of the design and function that is not taken in this project.