What is a call center?
"Call Center" is a company company set up for users. In the 1980s, Telecom, Airlines, and Commercial Banks, including Europe and the United States, etc., in order to closely contact users, apply computer support, and use the phone as a "call center" (Call Center). It can also be called "call center", actually "Service Center" for users.
.... Early call center, mainly the role of consulting services. Starting to transfer some of the users' calls to the answering station or expert. As the call and response to the transfer, the interactive voice response (IVR) system began to establish an interactive voice response (this system can cause most common problems by the machine, "automatic attendant" response and processing, this " The call center "can be called the second generation call center.
.... Modern Call Center, Application of Computer Telephone Integration (CTI) technology makes the service function of the call center greatly strengthened. The CTI technology is a computer voice as a medium, and the user can operate the call center computer via the button on the phone. The way to access the call center can be a user telephone dial-up access, a fax access, a computer, and a modem (MODEM) dial-up connection, and the Internet URL (IP address), and the user can receive the call center task after accessing the call center. The prompt, according to the voice prompt of the call center, you can access the database to get the required information service. And store, forward, query, exchange, etc. You can also complete the transaction through the call center.
.... "Call Center" replaces the traditional counter service to automatically query. "Call Center" can provide services at any time 24 hours a day, and there is a better service interface than the counter service. Users don't have to ran to the business office. As long as you can quickly get information, solve problems, fast, and increase User satisfaction with business services.
The construction of the call center system
Duan Yunfeng, CTi Technology Research Center, Beijing University of Posts and Telecommunications
Summary
---- Call Center, is connected to a message data library through the telephone system, and is placed in a mobile phone by the computer voice from the meter voice. The user needs to be retrieved. Its traditional access medium refers to the speech phone, with the advancement of technology, the form of access media expands to video, email, etc., gradually develop into a "information center", enabling users to easily obtain various desired needs. Information.
---- The whole ball has more than 650 billion US dollars per year, has been configured with a bridge beam in an enterprise and a household. The call center starts earlier abroad. At present, most of the US small and medium-sized enterprises have a call center system. With the "800" number, provide users with free consultation business. The current market has tended to saturate, and the focus of competition Combine various new technologies to provide users with good, intimate service. Ouzhou has passed a statogram in the job in all work, and there are 3 per 100 workers, there is a relationship with the calling center, thereby visible to the generality of the country's home in the West.
---- In China, the calling center is a realistic and economic way to promote the generation of China. Compared with simple Internet technology, the call center has the following features: ---- 1. Currently, the telephone network users have more than 10 billion, while the Internet users only have only 4 million, which means two Different market potential;
---- 2. The requirement for the user capacity is simpler Internet requires users to have high operational capabilities, familiar with the computer, and the call center only requires the user to have the ability to hear, whether the elderly, children can be directly Directly talk directly to the artificial agent or to get the news that you are interested in according to the voice prompt;
---- 3. It can bring more benefits to the company, the United States, the United States and the United States, the company, the company, and 80% of the two years have received the investment. The call center is not only able to improve the image of the company, to solve the various issues of the user, and the enterprise can directly receive profit. It is not much to make money in China ISP.
---- The call center is in the middle of China. This is unfunction that is unfilled with the economy of China's economy. After the competitive competition between the industry, it is striding to the "service" competition at the "service" competition, and the call center can set up a good connection between the household, and provide excellent service to the user, and meet this need. The other party is open with the step-by-step step by step, and it is also prepared for the operation of enterprises to reduce the call center.
---- What should I do if I have a self-interested call?
How to consulate a call center
---- Building a self-sufficient call center system, there are two modes: "outer bag" model and "alone" model.
---- In the "Outsourcing" mode, you must first have a separate call center business operator. It has its own, larger call center operation size, and you can give your own part of the agent or business contract. enterprise. In this way, enterprises can directly establish business needs on this business operator, do not have to add separate hardware devices, just provide relevant dedicated service information, and call center business operators for their users Provide services.
---- The advantage of this approach is that the section is based, and it is possible to provide a more professional service, but it is necessary to train the relevant seat of the seat.
---- Another model is "alone" model, that is, from the company to buy hardware equipment, and write a custom business process software, directly as self-employment. This kind of formula is capable of providing greater flexibility, and can be a variety of feedback information of the decisor when it is sufficient. ---- At the time of building a specific call center system, there are two real technologies available for reference: the exchange machine or based on the meter.
---- The difference between these two ways is mainly on the front-end processing of the speech: the switch mode is completed by the switch device, that is, the user's telephone access; computer mode is passed by the computer, complete Control of the user dial into the call. The former has a large handling capacity, stable performance, is suitable for building a large number of more than 100 agents, and a large call center system, but at the same time, the cost is also high, and the general enterprises cannot bear; the latter has a small size, and the performance is not Stable, suitable for building a smaller system, and the advantage is that the cost is low and the design is flexible.
---- Relevant manufacturers based on switched methods include: China has a traditional switch manufacturer such as Huawei, ZTE, Datang, Julong, Shanghai Bell, Complex Jinqiao, providing a call center from the perspective of value-added services from smart network Support; foreign companies include companies such as Nortel, Langxun, Alcaters and other companies, and its price is higher than that in China.
---- In a computer-based method, a basic problem is the equipment of the computer speech card. At present, the domestic production of computer speech card card manufacturers include Beijing's Taixing, Wu Yuexin, Shenzhen flying ring and other companies, foreign companies Including Dialogic, NMS, Audiocode, etc. Foreign product performance is relatively stable, the product line is more complete, the corresponding support software is relatively rich, but the cost is high; domestic products are different from foreign products in the simulation performance, but the price is very cheap, but in terms of stability Still need to be improved.
---- Based on the integrated business factory business factory, it is a research institution of the only specialty in the country than the earlier enterprises.
---- Construction of a call-median heart system to consider the factors: Take the cost-issuance, the operational power of business, and the training of people. In the country, a small part of the country, a high-level part, often is often the labor of the human work, because it is a good people's seat seat to be more benefit and profit for enterprises with a good person. ---- Constructing a specific steps of a call center system include:
---- 1. 明 明 目 目 目 解 解 用 利 利 利 要 要 要 要 要 要 要;;;;;;;;;;;;;;;;;;;
---- 2. Subjects to the technical observation: Issue the technical obligations of all the needs of the family, then select the exchange machine or the calculation of the calculation machine, and determine the functionality of each part;
---- 3. Completely set the detail: after the counter-complex exchange with the user, it is indeed a specific implementation details, and it is completed in detail;
---- 4. 系 统 设 现 现 现 现 计 计 现 现 现 现 现 现 现 现 现 现 现; 工 工;;;;;;;;;;;
---- 5. System Test: Since the call center system is on the telephone operation, this is high for reliableness, and should be brought to the test;
---- 6. System operation: Put the system into the actual operation, and the current issue of the current question;
---- 7. System maintenance: the maintenance of the maintenance of the system, or the need to enter the upgrade.
---- Total, building a specific system is to follow the business needs to be tightly coupled, and it is necessary to have a sufficient business analysis to meet the requirements of the user, and the set of integrated integrated techniques are selected on this basis.
What is the call of call?
---- A call center system has a succession and no, often takes place in the operation of the call center system.
---- The call center of the prominend is only a "cost-this center", that is, the company will only use this for the customer to complain, information, etc. At the beginning, the call center has been developed into a "profit center", that is, through the specific operation, for the corporate belt.
---- Simply said that the operation of calling the center is, it is a business intention to use, and pay it for it. At the beginning, the major provinces and cities in the country have established their own "168", "160" information, and the physical technology is not big, but there is a money, there is money, the original factor is to make the needs of the grip. If you have a quotability, the biggest service is the biggest business, and it is a problem that is more concerned about it because it is a problem that is more concerned about this. ---- Currently, a common problem facing the operation of call center system is that information update is too slow. No one will be willing to find only the old information already know, and people are more concerned about whether it is paying. Find the information you care about.
---- Another question is that the charge is high, which has become a barrier for the user to use the call center. It is real, from the information of the "non-loss" sex, it is fully able to increase the number of access to the number of accesses through suction citizers.
---- When designing a specific call center business, it is necessary to enter the commercial market research, carry-on can be analyzed, and which information is required for the decisions, and then goes to have a closed design and implementation, and the information is not disconnected.
---- On the other side, when driving a telephone sales, it is necessary to go to the special training of the people who have the associated people, and the introduction of the product is related to the product, which has a special telephone sales skill outside the country.
to sum up
---- Total, a successful call center system is established, and it is never just just a question of establishing a system. More is the problem of running the camp, only a successful operation of the camp can be a real profit.
---- Previously, China is step-by-step market, which will play a huge push action for the construction of calling median.
Excerpted from "Computer World" November 29, 1999
Five key technologies in the call center
Since the 1990s, the overhead of the quality and transmission of business has become a key consider, and the call center has gradually seen that there is a key system requirements for enterprises, which has a strategic component, thus being widely used in global.
The following introduces five key technologies that determine the role in the call center.
1. Automatic call assignment
The most important difference between the different brands of automatic call distribution (ACD: Automatic Call Distribution) is different from their conditional call routing, integrated voice processing, report, and capacity. Although the market competition in this area will be more intense, the main strategy of users' purchase equipment is to consider the assembly and constant upgrade of the equipment rather than price factors. Therefore, the automatic call allocation will continue to be the first choice for small switch vendors such as Lucent, Nortel, Siemens.
2. Interactive voice response
Interactive Voice Response enables companies to get higher productivity than other call center technologies. In normal cases, 70% to 80% of the processing of user calls are not required to intervene. From the market aspects, such as user financial services and civil aviation systems, the interactive voice response system is an irreplaceable necessities. 3 user interaction management
The so-called user interactive manager can define an application that provides call instructions, event reports, database functions, outgoing call policies, while it can also provide an interface to other applications and voice connections. User interaction management once appeared in the call center technology, when the automatic call allocation and interactive voice response to the call center architecture have little influence, the user's interactive management system is considered a lot, but now it has become Get the most efficient method of customer valid data now. It not only brings technical support, but also makes the operation of end users very flexible.
4. Computer phone integration
Since the user's interactive management application's user and business provider is exhausted, it may have some deviations on computer telephone integration (CTI). Applications can be applied to a small-to-called number recognition service (DNI: Dialed Number Identification Service), large to different venues or auto call assignment function host control complex voice data transmission. With the emergence of Microdoft Tapi and Novell TsAPI, the CTI gateway will have a more cheap and simple implementation. Compared with many CTL products such as CallPath, the cost of software is much lower, but their stability and technical maturity gap make senior users suspect that their actual use efficiency.
5. Long distance network
Due to the essential function of far-distance network products, the network technology used is difficult to understand, so long-distance networks are not loved by the call center users. However, in the United States, due to market atrophy and fierce competition from Bell Operations (RBOC), companies such as AT & T, MCI and Sprint are intensifying this research work.
Excerpted from: "People's Postal News" 2000 August 03
Establish three ways to build a web call center
Establishing a variety of ways to establish an Internet call center, carefully consider every way for every way. In general, there can be three options: Upgrade the existing call center infrastructure, rent call center services from the network service provider, or create a new call center. 1 Upgrading Existing Call Center Infrastructure Currently Call Center Infrastructure (These facilities include automatic call distributor ACD, IVR systems, or call management systems), you can install an IP telephone gateway as an ACD or call center conversion front end. The gateway as a bridge between the public telephone exchange network and the Internet, allows the call center to transmit synchronous voice and data services to customers and potential customers. 2 Renting Call Center Services There is currently no call center infrastructure, which can rent a multimedia call center from a network service provider. 3 With a CT server, establish an Internet call center company can also invest on the CT server, which combines the processing function of the IP gateway with the traditional computer telephone integration (CTI) function. CT servers can merge applications with suppliers while sharing the same system resource. The functionality of the CT server is very much like a variety of office servers, manage IVR, fax, email, web transaction, and IP phone functions on a single system. It is easily developed, upgraded, and maintained, and reduces hardware costs, which can bring great competitive advantages for call centers and service providers.
How to implement browser sharing?
Some companies have developed new features that allow users to browse the same web page at the same time and call center agent, by the agent control web page replacement. Typically, in order to implement this function, the user must install a universal software on its own PC. This browser sharing feature usually needs to be continuously (eg, every second) copy, but "reading" from the screen of the agent (or user), "reading" out of the screen, then "painting" to the other on the screen. How to answer the Internet call
--Web call center Reply to several ways to call online
Currently, there are three technologies to connect Internet users and call center agents, which are callbacks, call access (Call through), and switched connect. ■ Call Reply Call Reply Technologies Allow users to click on a web page to create contact with the call center when browsing the website, and the call center will automatically call the user using another telephone line. Workflow Users Press the "Return" icon, the browser first sends an HTTP message to the server, the server points to a URL, which contains a table, requiring the user to fill in the best time for the called user name and phone number and phone reply. . Then, the server will automatically send an email to a seat member or start an exogenator, and an external call is generated by the ACD at the call center. If the user has two telephone lines, a connection with the Internet, another is a normal telephone line. This allows users to continue to browse online when the call center establishes a call with the user through this normal telephone line. If the user only has a telephone line, the user has to end the connection with the Internet, waiting for the call center phone reply, in which case the browser shared function is not possible. The problem is considered from the user's perspective, and the call reply has a certain lack, such as if the user is dial-up, you must have two telephone lines to make full use of its function, otherwise I have to put down the call. Wait for call reply. Moreover, there are some privacy issues to consider, especially those users who often communicate through internal PBX with the outside world, they don't want to spread their phone numbers. From the perspective of the call center, the call center reply is an easy implementation of an Internet call mode. For only incoming call centers, the implementation of the callback reply feature needs to add external dial devices and corresponding management tools. Some companies have developed new features that enable users to browse the same web page at the same time as the call center agent, by the agent control web page replacement and conversion. The browser sharing function can solve many problems. For example, if the user can't find the information web page he needs, the browser sharing feature allows the user to find the relevant web page with the help of the call center agent. The agent can also tell the user some information by filling some forms. Typically, the browser sharing function is implemented by dot matrix copy technology. Since the browser sharing function is not a real-time interaction method, when the browser of the user and the agent change, some side may not see this change. So, usually only one side can change the browser and the other party is passively followed. However, browser sharing does not support H.323 / T.120-based data sharing (data sharing includes: software sharing, remote software control, file transfer, whiteboard, etc.). ■ Call access From a call process, called "Call Around" more accurate, because the user is a direct call to a certain member. However, the call does not switch. Users only need to press the button "Connect Me" on the network to connect to a certain seat. Workflow When the user browses the web, the browser exchanges HTTP messages between the browser and the server. The user presses the "Connect Me" button, the server first sends a CGI message to the ACD software. ACD software selects an idle agent that sends his IP address to the web server, and then the server sends this agent's IP address to the user's terminal. The pre-installed software of the user terminal receives this IP address and uses it releases a H.323 call to the seat. The type of connection is determined while establishing a call. H.323 Call is set to exchange some information such as encoding format. Once this end-to-end call is established, a call can be made between the user and the agent. Maybe in the near future, they can be visible between them. More importantly, they can exchange data exchange, including file transfer, text conversation, remote software control, etc.
Remote Software Control allows agent members to operate user terminal software, such as agents, can use this method to help users solve software problems. Using file transfer, users can download the software and install it. Of course, users must first agree to abandon the active operation of the terminal. Moreover, while the call is established, you need to run a standard browser sharing software to share the web. Issue If you want to create such a call, the IP address of the agent must be public. From the perspective of the call center, there is a large confidentiality problem. The agent must be able to get directly from the Internet, otherwise, this end-to-end H.323 / T.120 call cannot be established. This means that the Call Center's agent cannot be protected by the firewall. The technical person in charge of the call center must first know what happens if the agent is not affected by the firewall? If the agent is allowed to operate computer phone function, how do they get a contact with the CTI server? Does the agent must be in Different local area network sections? Originally, this Internet-based multimedia connection is only for informal working groups, and the confidentiality is not a critical issue. However, as they are increasingly used for existing call centers, confidentiality has become an increasingly important issue. ■ Exchange connection This switched connection mode must have the existence of voice ACD. That is, in this manner, it is announced that the logic number or IP address of the call center is announced, not the number of each agent member. Workflow users can establish direct phone contacts by browsing web pages or queries on the Internet number on the Internet. When the user wants to contact the agent, there will be a H.323 call creation between the ACD and the user's H.323 phone, and the call is transferred to a free agent member. The seat member gets the user's name, browsing URL and service level while receiving the phone. If you share with your browser, the agent can obtain more accurate information from the server through the server. Each call is in contact with the agent through the ACD. All packages ensure the confidentiality of the connection by supporting the firewall of H.323 / T.120. Each package is re-pointing to a member of a seat when the package is fed through the firewall. This process can make the agent do not have to be public, simplify the topology of the LAN and solve the problem of confidentiality. Since the H.323 / T.120 package exchange is used, the exchange connection mode can easily achieve monitoring. At the same time, this mode must have the basic functions of the call center, such as transfer and conference functionality. From the user's point of view, the user initiates a call, the call center answers the call, and is transferred to a seat, and the agent resolves the user's question. From the perspective of the call center, the agent is still a seat, switched connection completion Internet ACD function, completes basic call center features, including call routing, monitoring, and management information. Considering the confidentiality of the call center, the firewall is the key to ensuring confidentiality for the confidentiality of the call center. The Internet ACD only allows messages that comply with the H.323 / T.120 standard. Internet-based communication methods have great potential. The Internet Call Center is not to replace PSTN-based voice transmission. However, Internet is indeed a very powerful tool that integrates voice and data or images. For call centers, the ACD is the key to implementation. Excerpted from "China Computer News" June 8, 2000
