Jiangxi Post 11185 Center System Upgrade

Taking use of telephone, fax, mail and other etc communication forms, call center can quickly provide for the customer accurate consultation information, and accept businesses and customer complaints in order to improve customer's satisfaction and improve the relationship with customers, and enhance the competition ability. For the development of post and improving the service quality, it is needed to upgrade the post Call Center system (11185).In this dissertation, we try to establish an integrated solution to Jiangxi postal 11185 Call Center upgrading project. Base on the analysis of the current status of Jiangxi postal 11185 centers, the main problems are summarized. We propose the objectives and principles of jiangxi 11185 Call Center upgrading. In the dissertation, the business requirement analysis, networking solution, software platform and business data interface are studied. This paper also provides solution of process reengineering Base on 11185 upgrading and combination of customer value management and service quality management theory. And some relevant business processes, such as collaborative services, consumer complaints processing and etc., are analyzed and optimized in detail.