Design And Implementation Of Call Center System For Yingkou Gas Group

The platform taking the internet multimedia calling center system as the core was constructed in order to achieve the normal development requirements of Yingkou Gas Group comprehensively and construct the perfect gas customer service center while further improving the service quality. Through the platform, the user could acquire the gas supply service data from Yingkou Gas Group with more ways; and the procedures, such as service application, complaints, application acceptance, consultation and searching could be further perfected. Moreover, the dialing technology was taken to make reply to the customer, pay a return visit to the customer and complete the other tasks, hereby making the platform become the information service platform for external services and internal coordination of Yingkou Gas Group after integration.The management system of the call center is usually divided into three major modules including the access distribution module, the call control module and the business function module in accordance with relevant requirements. In order to better meet the requirements of Yingkou Gas Group to the call center system, the graphic interface was researched and developed for the detailed business part of the call center; in this way, the Company could decide to add the necessary business information voluntarily by means of generation of dynamic tree catalog.The article studied the design and preparations of the business management system of the call center on the basis of analysis of actual condition of the call center and need of the call center system, and implemented inspection and tests for the system after focusing on research by using the need, pointing out the general design and structural design of the call center, designing the specific business management system, researching and developing the call access preparation and completing the whole design finally. The call center system of Yingkou Gas Group has relatively comprehensive supervising and monitoring functions, and prepares sufficient selling and service data for Yingkou Gas Group in presence of functions of high-efficiency incoming call display, return visit of user and business analysis. The call center system developed in this article is featured with single structure, wide application, high running efficiency and capability of meeting the general requirements of design; however, the inevitable problems occurred, for example, the connection method and efficiency of speech channels between the system and the user and the representative should be improved continuously; therefore, the system should be further improved and tested.