First, the necessity of the modern call center
Traditional telephone access method customers can not meet the full range of quality services to users. Establish a modern call center platform (CallCenter), is an important means of enhancing customer service image and attracting customers.
1. The construction of a modern call center is conducive to improve the company's good customer relationship management system to maximize customer satisfaction. Call center systems can provide customers with a more personalized service, making the business representative and customer relationships more harmonious.
2. The call center can submit the services of each functional department, focus on the unified external contact "window", eventually implement a telephone to resolve all the goals of all customers, and provide one-stop service system.
3. The intelligent service platform of the call center provides business consulting, business acceptance, bill inquiry, arrears, market surveys, notices, etc., this automatic flexible customer service system can liberate corporate employees from complicated work To manage more complex business, improve work efficiency and quality of service.
4. The business representative has long-term contact with customers to make it fully understand the needs of our customers, and the management system's statistical analysis of calls can enable customers to rise to the "laws and trends" levels, so that operators have a potential opportunity for markets to master the market. This can not only develop existing business markets, using the powerful features of the call center, but also serve customers in the market interested in customers.
5. Value-added business
The company uses its own existing network, technical advantage, building a unified and improved call center platform, and uses this platform, from a simple rental relay, gradually transition to the management of higher-level services such as rental equipment, seats, and operators, and form new Profit point.
Second, the modern call center architecture
The basic components of the call center include automatic call distributor ACD (depending on the allocation algorithm, reasonably assigning the user calls to the agent), automatic voice response IVR (providing an automatic voice navigation service), CTI server (providing a switches and computer interoperability contact interface) Agent (can provide more intimate and thoughtful manual service), database system (stored and updated related user data and business data), etc.
With the Internet network, the Internet information is directly transmitted to the call center, and the user can enter the call center directly from the web site. Use the click button to realize the call center, all the functions on the Internet can be used together, such as E- Mail, IP fax, IP phone, etc., truly implement the Internet, PSTN network, CTI technology, and various soft and hardware.
The call center can be divided into two parts: the front desk service and the background data information. These two parts can only be combined to play the powerful role of the call center, that is, the call center is combined with CRM, and CRM collects the customer information collected by the call center. Analyze and discover, and effectively integrate with the enterprise resources, the analysis, summation, judgment of data is obtained, and effective data is obtained, and the customer needs to meet the needs of customers through the call center.
Third, the principle of call center platform construction
Advancedness, maturity: Adopting the latest technology in the call center, to ensure that the system will not adjust due to technical backwards, while ensuring advanced technology is stable, mature, supports existing A variety of call functions and protocols.
Economical practical, high cost performance.
Combined business practical, reasonable design.
Normative and openness: can be connected to other application software systems, CRM, ERP and can be directly interconnected with business systems, billing systems.
Compatibility and extensibility system platforms should be able to accommodate existing or future added different brands, and fully guarantee interoperability of the heterogeneous system to accommodate the demand for system scale expansion and smooth upgrade. Easy to manage and maintain: Set flexibility, easy operation and maintenance, short system construction time, can adapt to fast changes in business; the system should configure universal development interfaces and rich development tools, development platform should be easy to use and can meet variations Demand.
Fourth, call center network composition structure
At present, all provinces have built a relatively complete call center system, but the construction of the call center platform of the municipal branch is still lacking. According to the current development of the company, the city branch should build an independent call center system according to its specific situation, the county-level call center can apply the far-end seat form, hang to the land, the city call center platform, form a provincial, city, county Level 3 call center system. In addition, the city branch's call center function structure is shown in Figure 1.
Figure 1 Functional Structure of the Call Center of the Municipal Branch
V. Construction plan selection
When you select the call center platform, you should learn about the main types of call center platforms. At present, there are three types of call center platforms: based on traditional switch mode; based on board-based mode, based on integrated platform mode.
1. Board program
The solution provides a function of traditional switches through a dedicated computer speech board. This scenario provides an open API programming interface that can easily develop a variety of business, characterized by cheap, cost advantage, but the system is not stable enough. The program is mainly used in small businesses, and the stability is not high.
2. Switch scheme
The scheme is to access the user's call to the agent through the switch, and the switch is controlled by the CTI server. This system performance is relatively stable and reliable, and the capacity expansion is easy, but the cost is high, suitable for establishing a large-scale high-end call center system.
3. unified platform
The call center integrated platform is based on CTI technology, which combines all common call center functions on one server. The scheme is unified from the underlying hardware until the operation management platform is unified, and there is an advantage in terms of the stability of the system and the integrated cost. It sets the stability of the PBX switch called center and the price advantage of the board call center is a call center platform for developing prospects.
Integrated platforms are currently mainly used in mid-end customers. Some integrated equipment manufacturers have begun to introduce high-end call center products with electric telecommunications stability and large-scale scale. With the expansion of the market size, the maturation of technology and the reduction in costs are gradually penetrated into high, medium and low-end markets. At present, the integrated system is suitable for the construction of small and medium-sized call center systems.
The provincial branch should take different programs for the construction of calling centers according to their specific circumstances and characteristics, especially, and the city branch is more unable to pursue large-scale, functional purposes, so as not to cause waste of resources and the idle equipment. . According to the current development status and scale of the city branch, the author believes that the city is more suitable for integrated call center construction plan.
Sixth, land, municipal branch call center instance analysis
The call center of the integrated platform has better development prospects and has been widely used in all walks of life. The author has participated in the construction of the call center of Jiaodian City, Shandong Province (system platform using Yingli Yutian Integrated Machine), combined with the actual situation of the city branch, the following, the construction of the city call center is analyzed, Reference.
System configuration description: Using Yingli Yunxun Company integrated call center platform, single system can be extended to 400 lines, can be connected in multiple machines. After the system is completed, there is 16 seats (including the squadroll), the system consists of three parts: physical platform (hardware equipment), system software platform, and application software platform, which has been integrated with Pabx, ACD, IVR, CTI-Server, Automatic fax, recording, AMD (Email automatic queuing), VoIP, etc. use the Linux operating system. Hardware devices include: platform server (PIII667 / 256M / 30G / 100M network card); voice card (1 of EI card, 1 voice card); seat (16 seat); system software; application software (including squad leader And ordinary seat software and middleware 1 set); voice mail (provide each user's unique mailbox; 10 channels can be accessed simultaneously); real-time recording (16 sets of real-time recording of each seat); Automatic fax (provide each channel) Automatic fax); VoIP (providing VoIP16 sets of each channel); statistical management (1 set of statistical management system software packages); TTS middleware (1 set);
The integrated platform call center system structure is shown in Figure 2.
Figure 2 Integrated platform call center system structure
System Structure Description:
The system adopts a client / server structure, partially adopted a browser / server structure; the server uses a industrial computer.
The call center platform encapsulates the advanced PABX function and call center IVR, ACD feature, and integrates CTISERVER, the system setting function. The platform provides the development interface IVR generator and ZTAPI (ZinglabstelephonyApplication Program Interface).
System core program PC-PABX, ACD, IVR, CTISERVER running on the server; while sitting software, squad leader, reporting system, real-time recording search, IVR customizer, etc., the system settings are available in the client Windows operating system. In the way, after the server is installed, the system settings can be completed through the browser, and there is no need to operate the server.
Its operating system uses a highly stable and reliable embedded real-time Linux system, which applies the voice card of PCIMaster technology, and integrates PC-PABX, ACD, IVR and other customer service centers, and its software adopts object-oriented design technology. .
Client software runs on a Windows98 / NT / 2000 operating system.
Development platform description:
IVR Builder External Interface: The IVR Process Development Tools provided can complete customization of user voice processes. The IVR generator provides an external interface to integrate with the original system.
B / S interface: In the custom IV process, if you need to access the user-specified web application, you can use the "Call Web Program" module to fill in the URL of the page you want to call.
ZTAPI: Provides interfaces to CTiServer access, calls the operational phones through the corresponding function calls. ZTAPI is an OCX control method.
Implementation
Basic features implemented by the built call center:
Uniform Number: Establish a unified customer service center number;
Unified interface: Establish a unified customer service center interface;
Unified function: implement a unified customer service center function;
Unified Standard: Establish a unified customer service center standard;
Implement a telephone number of business processing; a telephone apparatus for realizing fault processing, microcomputer dispatch form;
Realize relevant regulations, policies, telephone bills, and query of various types of charges;
Line maintenance notice;
Implement the service attitude, work efficiency, and workload of internal business personnel, statistics;
Accept customer phone call;
Combined with database host access processing;
Have high call management capabilities;
Implement the function of automatic charges;
Complete customer satisfaction surveys, call processing of call processing, etc .;
Installation
The agent accepts content entry, keyboard entry and voice entry;
Business change acceptance
Checkpoint / registration
Call center technology is a huge role in improving corporate image, improving corporate service quality, enhancing the competitiveness of enterprises; it is the best in the cost of the company's cost, profit maximization. Solution; it is a modern enterprise must have, and it is also the inevitable development of modern enterprises. Therefore, it is necessary to build a central platform as soon as possible, and it is necessary to
