Research On Call Center Business Management Optimization Of AI Voice-based In Neo Credit

In recent years,with the rapid development of the Internet in China,the continuous innovation of science and technology in the financial industry,and the strong support of national policies,it has brought huge business opportunities to consumer financial enterprises.At the same time,it has also provided unprecedented space and fierce challenges for the business development of the core business for call center.At present,the business development of Internet consumer finance enterprises is mainly led by the call center.After years of informatization construction of the call center,the call center of Internet consumer finance enterprises has gradually formed a business development model that conforms to its own development and is effectively applied to the operation management of enterprise.However,As government supervision intensifying and the macroeconomic environment become to be worse more and more,the consumer finance companies begin to face many problems,such as high human cost,low customer service efficiency,frequent non-compliance and illegal phenomena in business operation that cause the company's overall operating profit stagnation or even decline.How to improving the business operation ability of the call center in the management of consumer finance enterprises,increasing the profit of the enterprise and enhancing the core competitiveness of the enterprise that have become an important problem which need to be solved urgently in the business development and operation management of the enterprise call center.Based on the related theories,this paper firstly introduces the overall framework(including platform system architecture,organizational structure and business operation mode)and the current business situation and predicament about Shen Zhen NEO Credit call center.And then to researching the related operational management problems and potential demand of the five call center BU(Custom Service,Telesales,Audit,Collection,QA),using the correlation investigation method and combined with the current business situation and trouble,with enterprise external clients,call center agent,call center management,and call center IT & Support team.Finally,according to the research results,the paper proposes a solution to build a call center technology platform with AI-Voice technology,and then to upgrade the whole call center architecture(including process management,quality control and HR administration),so as to drive the optimization of the whole call center business management.The conclusion of this paper is of practical significance for the business management of NEO Credit call center.It not only will improve the customer service efficiency of call center,reduce the labor cost,and compliance with the requirements of the supervision department,but also it will be a foundation for the business management of AI voice technology in the call center of Internet financial enterprises.