The Design And Implementation Of Power Call Center Management System

At present,the call center management system is not only a platform for telephone service,but has become an integrated service system that can be applied to enterprises.The call center management system can realize the coordinated work of all departments and avoid the waste of manpower and material resources;simultaneously,it can fundamentally improve the relationship between enterprises users.By establishing a high-quality power call center management system,we can enhance corporation brand value to effectively integrating customer resources and implement high-quality services.The call center is a comprehensive service management platform,and it integrates multiple functions such as call request,agent allocation and on-site monitoring.This paper develops a comprehensive management system including many actual business functions including customer management,system management,agent management,voice downloading and other functions.It improves the comprehensive service quality of the system by adopting a hierarchical operation management mode.The research work of this paper mainly includes three aspects:(1)This paper analyzes the actual business process of power grid call management system,and designs system architecture and system structure of the calling system by analyzing functional requirements,non-functional requirements and feasibility,and also designs the system's business functions in detail.(2)The system uses SSH(Structs+Spring+Hibemate)to implement the call center system.The system uses WebSocket-based full-duplex data communication protocol for data interaction and data visualization.As a result,the system can better guarantee its timing during data communication and transmission.(3)The system mainly focuses on the design and implementation of agent management,customer management,system management and other functions.It solves the problem of current agent allocation by optimizing the agent queuing process.The power grid management system designed and implemented in this paper not only provides efficient service to users,but also reduces the risk of system through system authority management.The system uses the functions of statistical analysis to understand the number of orders received by the operator,the length of time for processing the problem,and the evaluation of the user,thereby effectively improving the quality and level of service.