Design And Implementation Of A Call Center System With Prediction Ability

The communication between people became more real-time and smooth since Alexander Graham Bell invented the telephone in 1876. A good communication and interaction between enterprises and their customers has become one of the most important powerful tools for the enterprises to improve their image and create value. Professional call centers were born at the right moment.Call centers, however, are not the direct-profit-makers in most companies, due to this, they are held back by budgets and employees while playing important roles in the company operation. How to make a call center serve its purpose and improve the operating efficiency at a right cost becomes a contradiction that lies in front of each large and medium-size enterprise.This paper analyzes the field operation of several professional call centers, applying probability and mathematical statistics, it deeply analyze the parts which could be improved and upgraded. In the same period of nearly one year, a computer telephony integration software control system was developed; the research achievement was tested in this system and gained success. With the support of auxiliary predict mathematical models, the labor productivity of outbound call business was highly improved, especially for those notice class or market research class businesses that have features of relative poor number quality, low uptake rates and fixed call and post-processing treatment time length, the labor productivity could be increased by at least 20%.While reducing the workload of the agent representatives and improving the work efficiency, the Automatic Call Distribution System (ACD) also improve the level of information, the quality and efficiency of management and reduce the management cost of the involved enterprises.Besides, we are now facing a fact that American PD System producers are monopolizing the market. If this research finally could be put into practice, the construction cost of the internal industry would be conspicuously decreased and the competitiveness of our internal companies would be highly improved.