Design And Development Of Property And Management Subsystem Of Call Center

Call center is an important part of company strategy, is the enterprise and thecustomer service channels of contact most frequently, especially for operators, butalso played a vital role, its characteristic is that the call center is a typicallabor-intensive industries, in a call center operating costs, more than75%operatingcosts are associated with the human cost, people become part of call center operatorsin the organization is very important, for managers to spend in personnel management,energy is the most. How to build a high level of the call center, improve operationalefficiency, reduce operating cost, is a prominent issue of call center planning andconstruction, how to call center staff for effective management, especially in so manypeople call center operators management, such as frequency, attendance, employeeemotion, distribution etc. it is important to put forward customer service workers.In this paper, the development process from the call center (that is, the first, twoor three, and four generation call center) and operation situation, operation difficultyto the call center, especially in the service management, attendance management,emotion management and task management aspects of the difficulties of thelabor-intensive industry is discussed in this paper, which requires the productionmanagement subsystem of Shanxi mobile call center support system, to solve theseproblems. Production management subsystem of Shanxi mobile call center using theB/S design pattern, using the Windows XP operating system, the database used isorcle, the system has passed the test, friendly interface, strong practicability. Thepaper elaborates on the analysis of the production management system of Shanximobile call center needs, we want to show what the specific content, specific to if themanagement and operation, the management and staff interface and how to be morefriendly aspect has carried on the detailed demand analysis showed that the direct, onthe basis of the demand analysis, and details describes the system design, gives thesystem architecture design, system module division, module division of the systemaccording to the results, the design of the main modules of the system are given, especially in the design schedule management module, attendance managementmodule, management module, task management module of emotion, then gives thedesign of database structure design; is given based on the implementation of mainmodules, a detailed design of the service management module, attendancemanagement module, management module, task management module of emotion,finally gives the system needs further work..Through the development of Shanxi mobile production management subsystemof call center, call center staff and scientific management, especially in the trivialdaily consume a large number of management personnel to manage schedules,attendance, emotion, task, the key to control the call center of the target, can guide theoverall call center operations the balanced and sustainable development, the formationof healthy operation mode. Therefore, in this paper, the intelligent system of the sceneand personnel information management to achieve the control of the core indicators,timely adjust the allocation of resources according to the index to reflect the situation,and ultimately achieve the maximization of resource value.