The Research And Implementation Of Auto Outband System

With the fast development of the computer and telecommunication technology, the call center system is improving gradually。In the background of the fast development of the global economy, the competition between enterprises is intense. Especially in the service areas, the call center system plays a very important role in competing for customers. The concept that using telephone to service customer, market, technically support and work for other business activities is accepted globally. The call center for outbound is the most effective tool to service for customers and attract the customers.The outbound call center system has two outbound mode, manual outbound and automatic outbound As for manual outbound,agents view customers’information, manually dial the customer number, waiting for the customers to answer in order to provide services and the agents need to manually record call results and the information of the service results. As for automatic outbound, it is more effective and more flexible and much easier to manage. Now the automatic outbound system is an indispensable part of new generation call center (NGCC).It’s core is automatic dialing algorithms. This system uses the automatic outbound dialing algorithm for computing each automatically outbound number of customers’telephone number. First connect the customer, and then select a idle agent to service for the customer.In this way,it can reduce the agents’time waiting for the customer to answer. With the volume of business is increasing, how to minimize agents’ waiting time and how to improve the dial-up efficiency has become the important issue of the auto outbound system, and it needs to be resolved quickly.This paper analyze and deeply research three automatic outbound policies:the precise outbound, the progressive outbound and the predictive outbound. In this paper I learn the theoretical knowledge related with the automatic outbound, design the system’composed modules and workflow, and then implement the automatic outbound dialing systems.