Design And Implementation Of The Information Call Center Service Platform

With the popularity of computer technology and modern communication technology development,users of information operation and maintenance services,the quality of the increasingly high demand,the user's demand has increased year by year.Computer and office equipment,the daily failure by the user directly by telephone to inform the maintenance staff can not meet the needs of users,and low efficiency,and sometimes many people at the same time playing with the phone will be busy with trouble,resulting in failure to timely and effective treatment,Effective data to support the work of the failure of personnel performance.In order to meet the increasing demand of informatization and operation and maintenance service of information system,to change the current situation of individual combat,we compiled YOU Yong's stragglers into group army and concentrated on dealing with "local war" in information age.Based on the actual work,the power company introduces the information call center service platform based on the independent research and design of the ITIL concept,which not only provides a unified service platform and operation and maintenance process specification process for the company's information operation and maintenance service,but also improves the information operation and maintenance service Efficiency and quality of service,reduce operating costs,and provide a stable and efficient operation of the information service security can also be achieved through the system availability,connection rate,the average processing time,service levels,customer satisfaction,customer complaints and more An indicator of enterprise information customer service level of quantitative assessment,to create a strong technical capacity,good quality of service,the high level of service outstanding service team.In this paper,the background of call center and the main technology are introduced.Then it analyzes the basic concept of call center,analyzes the technical characteristics of call center and the application of ITIL in call service platform.Finally,the overall design of the system,including structural design,business process design and so on,and through the realization of the system function modules to show the application of information call center service platform construction results.