Analysis And Design Of Operations Subsystem For CCIC Callcenter

With the development of economy and the improvement of social information technology, higher service quality is required by customer to business. Call center, as a system to provide interactive self-service and manual service through a variety of media to customer, as well as a platform to provide multiple channels to contact customer, is the start to provide care to customer, and also a powerful solution to improve enterprise service.With the development of company and the increase of sales channels and scale, the scale and functions of CCIC call center is expanding. The company’s requirement to call center is developing, from satisfying report claiming to a full-service one that includes report claiming, consulting, customer feedback, customer claiming, telephone sales, etc.To achieve the purpose, CCIC call center system is improving, to construct a highly reliable and highly secure platform and to construct a complete business support system on this platform gradually.The thesis describes the architecture of CCIC call center platform and some support system, introduces AGE (AVAYA + Genesys+Edify) model of highly reliable platform for call centers, a soft phone subsystem as call center man-machine interface, a consulting subsystem to provide consulting service for customer, and a feedback subsystem to support customer feedback service.The thesis also analyzes the composition of AGE call center platform and the major equipment selection. In addition, based on the requirements of business processes, it focuses on the analysis of consulting knowledge library design, advisory service workflow and page design. Furthermore, this paper analyzes advisory service, and achieves the improvement of knowledge library, in order to improve service quality. Moreover, it analyzes the requirement of feedback, according to different types of business process design, to improve further system design. The research finding of this paper is the construction of a call center system based on customer service that makes the call center a window for promoting and improving a corporate image and expanding the business influence.