The Design And Implementation Of Call Center Outbound Telemarketing System

With the increasing of competitive among companies, the way of marketing must be conducted according to the principle of "customer-centric". Because of the advantage of unlimited geographical restrictions for direct communication, telemarketing comes to the fore in the many marketing tools. The call center which merges traditional voice, fax, video, e-mail and text messaging is developing well, it can work together with CRM(customer relationship management) for a call center platform of telemarketing system. This platform is dedicated to tap potential customers, improving users’experience and satisfaction, increasing customer loyalty, making corporate sales efficiency, increasing corporate profits and competitiveness.This paper focuses on the process of design and implementation for outbound call center telemarketing system. Based on outbound telemarketing system, a brief introduction of call center and key technologies is given. Then the requirements of outbound call center telemarketing system and design ideas from the three levels of operations, business management, and agent are analyzed. This paper includes the necessary functions of an outbound call center telemarketing system. At the same time, in the paper design the detail of business processes and customer information management around the system, including the development of the business processes, the content of order and customer information.The entire system based on the call center platform and J2EE architecture is repeatedly designed and optimized, which has achieved the availability, security and scalability, and other commercial standards.