Research And Design Of Call Center Operation And Maintenance System For Radio And TV Network

With the improvement of life quality requirement,the network coverage,key technology and equipment of major operators has been established standardly and formally.In this case,professionalism and reliability of post-sales service,which requires a well-established operation and maintenance system to support the call center service in all aspects,has become a major criterion of how customer choose operator.Based on the actual needs of call center service representative,align with the real working experience of call center trainer and administrator,this study conducts the investigation about Qinhuangdao radio and television network call center system.First of all,the definition and basic composition of the call center has been introduced.Then the critical role of the call center as a key factor leading to organizational competitive advantage has been emphasized.The study later on expounds the technical evolution route of the call center system,which can be divided into five stages,followed with example of domestic operator's call center business development.Furthermore,an introduction about organizational chart of Qinhuangdao radio and television network call center has been given,including call center representatives,follow-up representatives,adjustment/scheduling representatives,and team leader.Qinhuangdao radio and television network call center is supported by two major operating system: Call Center System and BOSS System.Current function of these two system has been analyzed thoroughly.Call Center System provides a recording,documenting,and operating platform,and BOSS System offers services like information query for the call center,data/digital support for managerial decision making,and suggestion/recommendation generated based on customer needs and call center capacity.Last but not least,in the view of the above requirements,this paper tries to design a supporting and maintenance system for call center.A detail planning about integrating City level BOSS System & Province level BOSS System,Updated BOSS System & Current Call Center system,and Updated BOSS System & Current CAS system has been provided in order to achieve information storage format standardization,database unification,and long-distance operating.