Design And Implementation Of CRM Concept Of Bank Call Center System

Call center, in the country known as the "customer service center", has been30years of development history. At present, the call center at home and abroad has becomea new information industry, the software and hardware equipment provider, a largenumber of dedicated system providers and operators. CRM (Customer RelationshipManagement Customer Relationship Management) is an integrated IT technology, is akind of emerging information mode of operation, the origin of "take the customer as thecenter" of the new business model, its main purpose is to improve the relationshipbetween enterprises and customers.The background of this thesis is to customer information management subsystemof a call center based on B2C site, the overall goal is to establish a unified customeroriented multimedia call customer service platform, and the daily customer informationand customer to a lot of power system is very complex, which requires to establish tosimple interface, simple operation, easy maintenance, low cost, improve enterprisemanagement personnel in the work efficiency and quality, reduce the labor intensity ofvarious types and at the same time, get basic data service and customers through thecomputer, so that employees have more time and energy Service Corporation.According to the basic requirements of the project, system uses B/S design patternframework of system, developed by J2EE technology, using the technology of CTIsystem, namely the computer telephone integration technology combines computertechnology and communication technology, the system uses the mature CTI technologyproducts, this thesis mainly focuses on the construction of call center system based onCRM.This thesis is mainly to solve the following problems:1the traditional singletelephone access call center model is extended, the single telephone access mode limitbreak, can provide a website, IP telephone and other media access system based on,increase customer access system, improve customer satisfaction; the2is difficult to digthe potential demand of customers, banks is a customer to provide services, for thepurpose of customer service is to "meet customer demand", so dig the potentialcustomer needs is the starting point to provide services of bank.3voice self-service notrefined, resulting in artificial voice request service, and artificial seats can not meet the needs of customers, resulting in only by the seat again transfer, increase the customerwaiting time, reduce the customer satisfaction.This thesis firstly introduces thebackground and significance of research project, then the project needs a detailedanalysis in the design stage, from the overall design to each module are given a detaileddesign, this thesis is focused on system development, in the development process of thewhole project, refining the core module is very practical general, greatly improving theefficiency of the development, but also the enterprise application system for the futureand lay a solid foundation. Finally has carried on the detailed system testing, includingfunctional testing and performance testing.