Design And Implementation Of Call Center Of Liaoning Construction Bank

Nowadays, international economy is developing towards marketing globalization, enterprise surviving digitization and commercial competition in the international stage. The idea of marketing is changing from emphasizing one-off trade to developing buyer-centered relationship, whose purpose rests with forming interdependent relationship in the long term, improving brand loyalty, strengthening marketing share and increasing product distribution. So enterprises have to pay more attentions to forming and keeping good relationship with customers, offering customer service, meeting customer's need, catering to customers and fostering customer's loyalty to maximize customer's value, instead of only paying attention to growth of portfolios.With the development of Computer Telecommunication Integration and communication, network, multimedia and distributed computing technology, the call center has already become the important means that enterprises communicate with the customer. The call center integrates advanced communication with computer technology. It can offer value-added services for enterprise, improve the service quality, reduce enterprise operation cost. It can be used in many fields, such as telecommunication, postal service, bank, medical treatment, etc. Successful application in the domestic banking of call center not only can improve the working efficiency of the bank, service quality greatly, offer more individualized service to customer, and can strengthen the economic benefits of the bank, strengthen the competitiveness of the bank, make the development of the bank move towards higher level. The setting-up call center system shortens the distances of the bank and customer, brings a large number of profits for the bank.The design and implementation of the call center system of Liaoning Construction Bank is discussed in the thesis. The setting up meaning of Liaoning Construction Bank call center is introduced it at first. Then the system structure, the security and main bank businesses are described. The system design solution and functions are given at last. All functions of the system are implemented in practice.