The Design And Implementation Of Call Center Outbound System

As the market competition becomes increasingly fierce,in order to seize more market,it requires companies to change the previous passive waiting for customers to come to the service,replaced by an active customer contact gesture.Call ce nter outbound system based on call center are favored by more and more enterprises as a means of its online marketing.But the market has been using a large number of outbound system,subject to relatively backward information management system,in many areas still require cumbersome manual operation,can not keep up the growing efficiency needs.Therefore,the development of a call center outbound system,which manages outbound call more professional and is more efficient at outbound marketing,has become an urgent business needs.Based on the study of the existing outbound system,combined with the actual outbound business process of the enterprise,the functional requirements and non-functional requirements of the outbound system were analyzed,and the ro le of the outbound system was determined.The role of the system is divided into the system administrator,the seat group leader and general agent,and through the use case diagram gives their main behavior.Then the system module is divided into five modules: account management,outbound task management,questionnaire management,external call task execution and data reporting.The system is designed in detail,including the module page design and database Table structure design.Then,using the framework of Struts,Spring and iBATIS as the technical support,using the WebSocket protocol,using MySQL as the database management system,through the use of Java language development to complete the entire call system implementation.At last,the functional test and the non-functional test are carried out,and the system is iterated and optimized according to the test result and user 's specific feedback.Call center outbound system is stable,and show a strong adaptability and scalability,and has a good connection with CRM systems.At the same time its function is perfect,the process is clear,the operation is simple and convenient,make the business enterprise of the outside call business background management more scientific and rational,greatly improving the efficiency of the enterprise outside call.Practice has proved that the outbound system design ideas and implementation method is feasible for other enterprises to build a outbound system and has a certain reference value.