Research On The Key Technology Of Call Center Operation System Based On Multi Dimensional Management

According to the unified deployment of the State GridBased "two level threeline" operation and maintenance system, the province established the company inApril5,2012the information operation large provincial centralizedcall centersystem, the admissibility of province company headquarters, the grass-roots unitof user informationservice request. An important part of information runningcallcenter system as the company’s operation and maintenance system technology supportsystem, and provide the technical support for the firstteam mainoperating center work. The call center is responsible foranswering theprovince including the company headquarters,12city,96county power supplycompanyand units directly under the126phone, services cover theERP resourcemanagement system, enterprise portal,collaborative system application ofvarious information office, production management system, marketingmanagement system and office computer terminal, network,telephone service etc..At present, information operation although the call centerhas been running on theline, but also established the related working system and management system, buttheoperation process and management of specific, there are still many problems, inlight of these circumstances, we hope to be able to from multi dimensions of callcenteroperation management, process supervision, the use of informationtechnology means post analysis, reminding and warning,assessment andevaluation etc.. Collection and call centeroperation related various informationsystem information for operators to provide a full range of perspectives, regulatethe staff service, the improvement of call centermanagement and supervisionof staff behavior, establishing typical experience base and the emergencyplan, assistantcall center daily work, the realization of all-roundmanagement of callcenter.