Design And Development Of Telecommunications Operators Call Center Management System Complaints Management Subsystem

Call center business is a service organization that is focused on a number of servicepersonnel to the designated place of enterprises, typically those service personnel bytelephone, Internet and other communication technology and computer technology to solvecustomer needs and process consulting.With the popularity of the telecommunications industry and continue to promote thereform of the telecommunications industry also continues to deepen, so competition in thetelecommunications market has become increasingly fierce. Under this form and environment,telecom operators to enhance the capacity of the call center has become very important.Because for telecom operators, the quality of service for the success of telecom companiesplay a decisive role. And the establishment of call centers, for improving the quality ofenterprise services has a very important role, and this is because of its advantages in thisrespect the decision: First, while saving money, but also be able to provide high qualityservices, which regulate and diversified; Second, improve work efficiency, whether managersor agents; Finally, the biggest advantage is that enough to offer such as7*24-hour service, sothat the customer information to be understood in advance, so you can make plans in advance,and then be able to propose targeted services.For call centers, customer complaints are inevitably produce, especially for telecomoperators call center. Since the complaint is inevitable, therefore, scientific and effectivecomplaint management for call centers or business is very important work.As the telecommunications industry to the centralized call center, large-scale evolution, Inparticular, China Mobile’s Call Center has gone through a platform to build the initial stage,the focus of development from a focus on technology and equipment, change to improvecustomer operational efficiency, enhance customer service and operations management toachieve fine management, To the adoption of minimal resources, to achieve the most effectivecustomer interactions, improve customer satisfaction, social reputation.This article is in this context to the specific work of the call center in Shanxi Mobile,based on the ideas and methods through the use of software engineering, the use of object-oriented software requirements analysis and design methods, to complete the designand development of call center management complaints management subsystem systemresearch and discussion, and were involved in technology by introducing the researchbackground and current status of the project and the significance of the analysis, systems,system requirements analysis, system design and detailed design and other content start.Through research and analysis on demand combined with the overall planning andrequirements Shanxi Mobile call center management, and in accordance with the relevantregulations and regulatory requirements for call center management, Especially for the coresite management call center management requirements, summarizes the problems and lack ofpre-existing in call center management, And a summary of the staff usually work encounteredproblems, the most important is by means of user satisfaction survey analytic functionalityrange of call center and on-site management of the new energy requirements, Because thereare entire call center in order to improve customer satisfaction to achieve the development ofenterprises.In response to these needs analysis as well as the research object and content: Call centermanagement system complaints management subsystem, The main function of this system isto handle and deal with other subsystems and convergence of customer complaints andprovide support for the overall management of the call center also provides relevant statisticalreports, Complaint handling key features include: the registration hotline complaints,complaint handling, employee complaints and grievance handling customer complaints madeto achieve. While providing relevant reports and even to manage the entire call center toprovide data management support for the complaint, including complaints from businessreports and team reports.Object-oriented development methods, and using the current more mature and popularSSH framework to achieve the main business functions of the system, while taking advantageof the performance of the client’s energy-rich "rich client" technology FLEX achievereporting capabilities of the system.On the basis of Shanxi Mobile call center management system over a period, combinedwith new demands, new methods and new technology, making call center managementsystem to expand and improve the good, not just for the first phase of the upgrade. CurrentlyShanxi Mobile call center management system is running well, to improve and customermanagement provides good support, especially running complaint management subsystem.