Airport Agent Call Center System Design And Implementation

As in recent years, increasing passenger throughput, Passengers on flights, airline tickets, cargo and other information on demand to grow exponentially, In the past has been far from the telephone station can not meet the needs of passengers, Airport call center came into being. Call center call center agent system is the most basic component. Call center call center agent system Call center agent system including customer management, airport service, complaints, freight business, hotel reservation, incoming and outgoing service agent, basic functions, user management and logging functions.In this paper, according to the airport staff daily business and operation process, has carried on the detailed demand analysis, analysis of the customer management module, service module, service module airport complaints, freight business module, hotel reservation module needs, and for each module needs to use case diagram and flow chart are described in detail. In the demand analysis foundation, the seating system architecture design. Architecture design part of the design principles, and puts forward the system deployment architecture, functional architecture, software architecture design. The call center is a Windows service, faster response to business processing time is relatively concentrated, the user is relatively fix, choose the C/S architecture, in order to improve communication with customer speed at, Completed the system design and implementation. The part of the system key to the class design, draw the core class diagram, and the main module are described in detail, the call center agent system consists of the following modules:customer management module, airport business module, module, module complaints business freight business, hotel reservation module. Customer management module:to achieve the establishment of customer information, customer management, customer management, customer management, special event client reminder. According to the part needs analysis presented in modular design were discussed the various modules of the detailed design, the detailed system design and implementation part, requires the.NET Oracle Database development tools and databases to achieve.The system has improved the airport service personnel’s working efficiency, service quality, and will be invaluable to customer information orderly stored. Basically reflect in the following respects:(A) To collect valuable customer data, increase customer satisfaction:customer data management capabilities, customers’ personal information will be recorded, screen play by the function call, both old and new employees can be a very good grasp of customer information, to provide quality services, achieve "no its people first heard the sound" effect.(B)To improve efficiency, improve service quality:standard customer service operation, job responsibilities is simple, clear, greatly improve efficiency, and greatly reduces the error rate. Provide customers with fast, efficient and quality service.(C) Network management system is powerful:the system has the e-mail, fax and other networking platforms. Automatic send and receive mail, fax and other functions.