Design And Implementation Of Gehua Call Center’s Performance Management System

With the development of economic globalization, Business competition becomes increasingly fiercer. In order to improve the viability and competiveness, gradually, A large number of company’s management begin to attend Performance management system(Performance Management System), In their daily work performance, performance management system, which records the employees work capacity and workload data, and the basis for the assessment of its employeesCustomer service performance system is a branch of the performance of the system, which is used in the call center performance management.It mainly to solve heavy workload and high cost in call center. And comprehensively improve the efficiency of call center’s management. The call center decided to use a set of customer service performance management system, it is mainly to solve the drawbacks of the old management model, it use the latest computer technology for the performance of customer service, code of conduct, the daily performance of the workload to manage. The entire system, including staff time and attendance module, traffic module, quality of service, the query module, as well as basic data management module. The system is divided into client part and server part, the client is responsible for collecting user data and show the results returned by the server-side, server side is responsible for data processing, and accept the client’s data request.At present, the systems are deployed in the customer service center. Leader, representatives and quality control personnel whose seating terminal computer performance system software are installed. Service program is deployed in pc service; relevant personnel do daily management by the using of performance systems.From requirements analysis, design, code, this thesis is built around customer service performance.