Research Of Rail Transit Modern Call Center

Against a background of economic globalization, internationalized market competition has brought about to enterprises chance and challenge as well. Traditional call center system has got better used in different fields abroad and other industries at home. With the rapid development of Telecommunication technique and network technology in the globe, especially with swift and violent development of Internet technology, call center system is advancing from ordinary telephone service towards a combination of traditional telephone, IP telephone, Fax, Website, E-mail, SMS, mobile phone and other access methods. This all-in-one network system service forms the modern call center system. Just this integrated modern call center system of many kinds of access methods and advanced information technology have bean utilized by more and more enterprises as a powerful weapon to win over customers and open up and occupy markets. However, the general structure of the modern call center system and the establishment of the modern call center in accordance with the special characteristics of Chinese rail transit(including railway and urban mass transit) still fall far short, and a lot of work is to be done in a complete solution of there problems. This text is a study of the system structure of call center system in rail transit, key technology and its application.Firstly, in this text, a general introduction is made of the definition of call center system, the course of its development, the present situation of its research abroad and at home and its development trend. An analysis is made of the special characteristics of the modern call center system, its manifestations, its solutions, its access methods and its key technology, and on this base the system structure of the modern call center system is proposed. Further more, an analysis and comparison of merits and demerits of three call center solutions base on traditional ACD switch, PC server and All-in-One is made.Secondly, in the text, along with the development trend of call center system, a further investigation on the call center system of rail transit (including railway and urban mass transit) is carried on. Through the detailed analysis of the features and the customer service demand of urban mass transit and railway, different modern call center...