The Design And Implementation Of The Call Center Management System For Salespersons

Telemarketing is an important means which used by modern business for marketing,at present, when many large domestic Internet companies selling their products to customers,they always choose it, and establish a call center for salesmen. There are many problems in terms of telemarketing call center management. Such as: before communicating with customers, salesmen always do not know the background of customers;many salesmen call the same customer repeatedly;before calling the number, salesmen can't sure the number whether effective, which make a lot of invalid numbers be called;there is not a perfect call records for salesmen to follow-up the customers, and to make order succeed.To solve the following issues, in this paper, we as actual project of a famous domestic Internet company(referred to as Company B) for the background. Based on the SSM framework(Spring, Struts and MyBatis), ActiveMQ messaging middleware and Mysql database sub-table sub-library and other related technologies detailed analysis, designing and implementing of a salesperson for call center management system, which system contains call module, traffic management module, rules management module, agent management module and reporting module. System testing and more than three months in fact line operations show that the system is feasible and effective.The main work of this paper are as follows:1. For the problem of call data record of TB level, which in the data query, the system responses slow. Making call records for reasonable splitting, designing the paging query components. The overall query time is controlled within 2s by testing and application.2. For the problem of salesmen performance assessment, sending call records to the reporting module for statistical processing during calling by ActiveMQ messaging middleware, which as the performance of reference materials for salesmen. The application shows that, salesmen daily work efficiency more than doubled.3. For the problem of invalid number filter and salesmen call access control, according to the business rules, designning and implementation of flexible telephone control engine. The application shows that, invalid phone rate of sales daily call falls 20%.4. For the problem of customer information incomplete, types' confusion, system achieve the integration of customer relations management system. The application shows that, Seller average daily volume of success orders increase more than 50%.