The Research Of Concentrated Callcenter System

Telecommunication operation enterprises realize that the customer relation resources are the most previously wealthy as the domestic compete pattern forming and the market competition becoming more seriously, and the customer service is the basic, direct and effective method to develop, maintain and solidify this relationship. So, focusing on the customer, providing the customer with high quality services and then getting high degree of customer satisfaction and loyalty are the most important core competition power of an enterprise, and also the basic assurance to maintain the undefeated position during the competition.As the competition of telecommunication industry becoming more fiercely, the operators must solve the following issues in order to keep the advantaged position in the competition, that is how to lower the cost and remain the customers, and promote working efficiency on the basis of high service quality. The key point to solve the above issues is the construction of supporting system.CNC Liaoning has fully realized the importance of customer service system and started to build the new system in 2005.The writer of this essay took part in making the support system construction planning in 2001, inviting biddings of BOSS system in 2003. Now he is responsible for operation and maintenance of BOSS system for CNC Liaoning, and is participating in customer service system bidding and is organizing the application spreading of customer service system. The article analyzes the existing customer service system status of CNC Liaoning, intruduces the system infrastructure plan and the system structures, and analyzes the resources configuration calculation and the interface with BOSS system.Chapter 1 Introduction of the background of CNC Liaoning customer service systemChapter 2 Introduction of the goal for CNC Liaoning customer service system and the status existing systemChapter 3 Analyzing the system infrastructure plan for CNC Liaoning customer service systemChapter 4 Introduction for the basis, method and results of customer service system resources configuration calculationChapter 5 Illustration of customer service system structure and the interface plan with BOSS systemChapter 6 Introduction of the operation effect of the system and the problems to be solved...