Design And Implementation Of Call Center Of SWS MU Fund Management Co., Ltd

Based on the company’s original call center system, SWS MU Fund Management Company referenced architecture and process design of call center using the mainstream financial institutions, according to the actual business development, combined with advanced software development technologies and the company’s existing hardware platforms, rebuild and developed more perfect function call center system. The system based on the traditional telephone, fax, SMS, Email, etc. for customer service, added multiple channels for customer service; while integrating various business systems, to achieve the customer information query, modify, quickly locate and telephone commission transactions, enabling customer service staff more efficient and targeted to improve customer service quality, to promote the growth performance of the company to provide technical support.After ten years of development, Fund industry is becoming increasingly important in the domestic capital market, at the same time, the fund industry’s competition is also increasingly fierce, telemarketing has become one of the important means to enlarge the fund’s market share, thus more and more fund companies are realizing the importance of customer service. And a good call center system can significantly improve efficiency of customer service staff and improve customer satisfaction, so as to achieve the goal to enhance the performance of the company. This paper analyzes the current development of domestic and foreign fund industry and call center development status quo, combined with the fund company’s business processes and characteristics of the proposed fund in the design of the overall call center needs. According to the demand, designed a set of call center system based on J2EE architecture combined with the company’s budget and the existing hardware platform. In this paper, the call center system are involved in various business functional modules in detail the design, while through research and analysis on the surrounding business systems, proposed platform design principles and corresponding business logic. Call center of SWS MU Fund Management Co., Ltd. mainly includes: Seat subsystems, self-service subsystem, proactive marketing services subsystem, micro-channel public platform, outbound services sub-module, customer management, product inquiries sub-module, quality sub-module, organizational management, rights management, knowledge base and so on. Among them, the active marketing services subsystem is able to strengthen customer relationships and proactive marketing subsystem. This paper conducted a systematic organization of the subsystem, system processes, detailed design of functional modules.