The Design And Implementation Of Customer Service System Box Transfer Function

Customer service system transfer box is a system function of a famous domestic operator of call center to realize hierarchical classification processing to customers. The phenomena of too many transfer functions, choosing different transfer mode in different box and inbound or outbound conditions, the trouble of information input and the reading difficulties of the information are existing due to the defects of the system construction in transferring switch to box which is a daily business scenario. These phenomena cause the complex of transfer specification, time-consuming operation of a fist-line operator, reading difficulties of a box operator and the poverty of customer awareness.This paper according to deep understanding of the scenarios of transferring to the box and the references for the colleague’s successful application cases at home and abroad, integrated the feedback information of the administrator, fist-line operator and box operator. The guiding thought of integration, simple and efficiency, we developed a highly efficient transfer of box section. We implemented one-stop centralized configuration for the administrator, a key rapid switching for a fist-line operator and convenient reading for a box operator as goals, which greatly improved the operator’s work efficiency and satisfaction. The section has high manageability and scalability and the interface is beautiful and practical.The section finally was launched and the following results were obtained. First of all, the administrator just spends one working day completing the configuration of a box. The same box no longer needed repeated and complicated configurations in different menus or data tables respectively in order to adapt to different scenarios. This saves configuration time to achieve a rapid response to business operations requirements. Secondly a fist-line operator in the situation of outbound and inbound can complete transferring to the box and avoiding the trouble in the past, which realizes one key switching. The templates of fast forwarding information entry greatly reduce time for information input. After the first-line operators to verify the actual operation, their average operating time can be shortened 18 seconds. Finally the box operators can access the content at any time. This saves them 10-15 seconds to reconfirm the situation to customers, greatly enhancing the processing efficiency. The section which was created and put into use achieved the goal of cost reduction and efficiency of the company and improving customers’ satisfaction.