| At present , the development of tertiary industries flourish with the adjustment of the industrial structure vigorously promotes the Call Center industry in China. Quality inspection is one of the most important parts in the call center, which plays the role of monitoring of service quality and founding the insufficient, in order to improve and enhance the level of customer service. Quality inspection, which plays the role of monitoring service quality and founding the insufficient for improving and enhancing the level of customer service, is one of the most important parts in the call center. With the popularity of computer technology, more and more call center enterprises inclined towards using computer quality inspection system. But in actual operations, it was still difficult to be customized for specific project which significantly reduced the role of quality control. Therefore, how to improve the quality inspection system and the use of information technology for achiving the customized quality control, has become an urgent problem to be solved.First, the knowledge of the call center industry was introduced. At the same time, This has been the mainstream technology of computer quality inspection system of the Call Center for a brief description. And clearly the relevant technology applications in the present study, including the typical structure of management information systems, development model of management information system, major network operating system profile, the common database introduced under WINDOWS, WEB server description, site description language runtime environment and development .After the introduction and description of relevant content , we analyzed the current situation of quality inspection of small and medium call center and designed a call center quality inspection system architecture for common problems,It is based on the analysis in the demand for call center quality inspection system,and combined with the computer technology and software development technology to improve the overall call center efficiency and quality of quality inspection. Call center quality inspection system is selected in the structure B / S architecture, Windows 2003 Server network operating system as a server, SQL Server 2005 as the database platform, IIS Comes with Windows 2003 Server as a WEB server, and ASP.NET runtime environment as a site selection,and C # as the programming language used to develop.The main function of the system, including the customized quality inspection management, quality inspection execution, quality inspection report query, etc. System development work mainly includes the system requirements analysis, system level design, database design, system testing, etc.Currently, the call center company quality inspection system has been put into use in GDHN company. Quality inspection distribution customization, recording extraction principles customization, scoring rules customization and statements inquires the customization have come ture.The establishment of the system, reduced the probability of human error, greatly improved the quality inspection efficiency and reduced conflict and confrontation of quality inspector and agentensuring fair and efficient operation of quality inspection and improving the overall level of service of the call center. At the same time, the study has strong practical significance and reference value for the transformation and promotion of similar small and medium call centers. |
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