Call Center Training Management System Design Based On Windows Azure

Training management is the core element of modern call center operation and management, it affects the service quality and customer satisfaction directly. Shanghai CBA language school has two call centers, one in Beijing, another in Shanghai. With the rapid growth in the number of customer service representatives, the training cycle was too long, and it was too slow to update representatives’knowledge. The service quality and customer satisfaction declined significantly. Beijing and Shanghai call center arranged trainings separately, hence the training contents and results cannot be shared with each other. It became more and more difficult to manage the trainings. Traditional training management system need dedicated hardware, licensed software, and maintenance staffs. The initial investment for the project is too huge, and it is difficult to scale out the service capacity. Shanghai CBA language school call center resolved the inefficient learning, assessment and evaluation problems, through a training management system based on Windows Azure cloud system.Firstly, the practical training problems in the call center and the disadvantage of traditional IT infrastructure are discussed. The necessity to build a training management system based on cloud system is introduced. Then, the main functions of the training management system learning, examination, reporting and the work flow for question creation, examination creation, and online examination are analyzed. Furthermore, the infrastructure of the cloud system is discussed. The platform of the system is Windows Azure, and the backend database platform is SQL Azure. The subsystems such as access control, examination management and online examination are designed. The analysis is focused on the training video conversion in the cloud system backend asynchronously by worker role and queue storage. Finally, the implementation outcomes are also discussed.