Design And Implementation Of Y Bank Credit Card Call Center Interactive Voice Response System

With the rapid development of our country economy, and people's living standard and service consciousness improved significantly, bank credit card trade competition is intense, meanwhile the grim situation of credit risk and call center labor costs are increased, so lowering the cost of artificial channels and strengthen risk prevention become an effective way to enhance competitiveness for bank. Realizing artificial channel cost reduction need to fundamentally understand customer behavior, establish a customer experience as the guidance, and take the customer as the center of business and way of thinking to optimize. Strengthen risk prevention need to pay close attention to high-tech and professional crime means, and to prepare in its infancy. Using information technology to optimize voice call center system and realizing the diversification of business processing and intelligent voice system also gradually become hot topics in the study of artificial channel costs further optimization.This article first analyzes the in self-service channel multiplication, then it finds that the call center service is still the customer to choose the preferred, and points out the current language call center system and the problems existing in the operation. To solve these problems and combining with the current customer experience oriented, the paper designs the voice Y bank credit card call center system general structure, which is designed for four layers: the communication layer, control layer, business logic layer and data manipulation layer and divide the various functional modules of the system.Secondly, in this paper, the system carries on the detailed design of each function module, then it uses the object-oriented programming technology and DB2 as the background to complete the main module of voice call center system and to realize the shortcuts include navigation menu navigation, credit card, lifecycle and risk prevention design function. Compared with the board of call center system, the system guides by customer quickly experience. Banks can reach common business to the shortcut menu according to own actual, and through the guidance of conditional active customer business, bank can strengthen the identification and risk judgment. Thus can not only give customers efficient operation and make them enjoy the initiative guide, but also can save customers time and bank operation costs. Improvement in identification and judgment of risk is with a high degree of flexibility. According to the case of inductive, bank can make effective verification guidance and reduce the risk of sensitive business by rules.Finally, in this paper, the system carries on the detailed test, and the results show that the system has high practicability and security, so it is able to meet the demand of voice Y bank credit card call center system. Application of the system can let customers more convenient to use common business functions, shorten the operation time cost, avoid cumbersome steps, enjoy the active business guidance, reduce unnecessary choose time loss, improve the capacity of risk identification, effectively promote to deal with business customers to use voice system, reduce operating costs and business bank to accept the risk and make bank effective profit maximization.