Analysis And Design Of The Outbound Call System In Bank Customer Service Center

As competition intensifies nowadays,banks are expanding their marketing tools to explore more potential customers and pursue higher management benefits.During this process,a bank's customer service center,especially its outbound system,plays an important role.It can be used for cross-regional communications with customers,standing out among several marketing tools.With continuous improvement of technologies for multimedia call centers,especially in voice,SMS,e-mail,video,etc.,the customer relationship management system also gains considerable progress,thus building a complete outbound system platform for a bank's customer service center.As a result,potential customers are fully explored and user requirements are effectively satisfied,leading to better customer satisfaction and customer viscosity,making full use of resources,and bringing higher sales efficiency,profits and market influence.This research focuses on the design and implementation of the outbound system.It performs a demand analysis from the actual outbound service requirements of a bank's customer service,determines its design ideas from aspects of operation management and agent application,and realizes functions of the outbound system through Aspect Unified IP platform,J2 EE,Spring MVC,etc.In addition,the essay illustrates important functions of the system to effectively complete the design and implementation of the user management module,agent system module and background management module.The development includes(1)development of the service process and(2)customization of work orders and customer data fields.This paper mainly expounds the main function point of the system,effectively complete user management,user management module,user permissions,agent system module agent login,database operation function,design of outbound management,background management module can call customer management,data statistics and other functions and implementation.The construction of the system of bank customer service center is a long-term and complicated work,and call out system is just one part of a system,external demand has been completed,some functions will call out system in a period of completed and put into use,the other functions of the expansion in future periods will gradually enrich and improve.