Design And Implementation Of Yingkou Power Supply Company Call Center Management Platform

For Yingkou power supply company,its original service has been unable to adapt to thecurrent power demand.At present,the workload of company seats is increasing,but the overall quality of seats is not high,the business is not skilled,which result in low seating efficiency and declining client satisfaction.The company lacks effective supervision mechanism and assessment mechanism,It is not clear enough about the post and responsibility distribution of the human seat staff,It is unable to supervise and manage seating work in time,and lacks real-time monitoring and whole-process management of seating work efficiency and quality.In addition,the existing call center management lacks multi-dimensional and multi-form statistical analysis of client calls,client status,quality control and task order processing,which cannot provide effective data support for company marketing and performance management.Based on the problems in call center management of Yingkou power supply company,it clearly builds a call center management platform.It clarifies the functional structure of the platform,it completes the requirement analysis of traffic management,client management,call out management,information management,task order management,report management,organizational Structure,system configuration,PBX configuration and other functions,and defines the non-functional requirements of the system.Afterwards,it completes the platform’s design process,it mainly completes the system overall structure design,the network deployment structure design,the database design,the system each function detailed design and the system security design work.In the implementation phase,with the Java EE as platform,the Java as language and Oracle 11 g as database,it develops and implements the Yingkou power supply company call center management platform.It also introduces the platform’s realization pages,the realization process and the main functional core.After that,the platform is tested,and the test results are analyzed to ensure that the platform passes the test.With the implementation of the system,it provides a complete set of multi-functional call center management tools for Yingkou power supply company.It better standardizes the seating work,improves the company’s service efficiency and quality,effectively improves the enterprise’s work performance and work quality,and also greatly reduces the enterprise’s operating costs.The implementation of the platform can maximize the client’s satisfactionand greatly improve the efficiency of the company’s call center.It is very important to enhance the company’s overall competitiveness.