Study Of Call Centers In The Home System

In this paper, a research has been made on the process of call center technology, and its application in the civil business.First,at home and abroad,there is a detailed description about call center technology on the development stage. The first stage is the manual agent, this is the embryonic form of call centers; the second stage is based on the artificial increase in calls on IVR technology, fully automated voice response services; the third stage added to the computer telephony integration, call center technology at this stage is the mainstream, is to meet the customer more The more personalized to the requirements occur; the fourth stage is the traditional call center technology based on the increased customer service through the Internet to function.Secondly, for the civil business application object, through to the analysis of the civil service needs that the provice and city civil service need, integrated the mainstream of call centre technological at present,and made a complete the existing civil service for the convenience of service system solution. The civil affairs department as an important function of government departments, by building public-oriented call centers, to achieve all-day multi-channel for people to provide government services and the difficulties to help vulnerable groups, receiving public complaints and suggestions, use of an internal call center scientific information transfer, coordination of work between various departments to achieve information sharing, resource integration.At the same time,the project management is based on the convenience service system.