Call Center (1)

Call Center)
Example: company service system, 10086,110
Related Technologies: CTI computer telecommunication Integration)
Abbreviation of expansion technology: Office Automation OA and Customer Relationship Management CRM
Management), Information Management System (MIS), enterprise resource planning (ERP)
Resources Planning ).
Terms
1. Seat: Customer Service sitting behind the phone.
2. vswitches (used in large call centers with hundreds of agents ).
3. PK voice card (less than 200 people ). International top voice card brands: dialogic
4. Intelligent Routing and queuing (ACD)

Diagram of voice card connection

Customer COMPANY Introduction
1. vehicle sales, vehicle maintenance, vehicle installation, and auto club services, including consulting, complaints, repair, maintenance, and rescue,
Pre-sales, in-sales, insurance, after-sales, return visit, and other vehicle-related services, handling vehicle sales orders, booking orders, maintenance, etc.
Problems.
2. The headquarters is located in Jinan, and the IT data center is also located in Jinan. There are two subsidiaries, Zibo (2 seats) and Qingdao (2 seats), with a total of 10 agents. Call
The call center is at the headquarters. Xin Guangyuan. 95555,400.
Features
1. Roles: system administrators, Shift Leaders (Management Agents), experts (answers to professional questions), and general agents
2. The system can identify the customer based on the customer code, password, or calling number of the caller.
3. Consultation to sales, repair, and complaint: If a sales opportunity is generated, the operator will fill in the order according to the customer's requirements and transfer it to the sales department,
And follow up.
4. The system's standard questions and knowledge base (FAQ) or automotive service information query module can be used for timely response.
5. Customer Return Visit, complaint return visit, and repair return visit

Existing System Analysis
1. An ERP system runs three independent ERP systems in three regions. There are some customer and sales data. Zibo and Qingdao branch every day
Place the data of the current day as a text file on the FTP server. The data must be synchronized to the callcenter in time. System connection
2. There are some legacy customer data (sales data before the ERP system is not available) in the form of Excel
3. One server: Windows2003 + mssqlserver2005.

Project Team profile,
1. Project Team scale: one project manager, one voice card and server development, one agent client (CRM) development, and one report System Development
.
2. (*) contract amount: 0.35 million (including hardware fee)
3. Project Cycle: 2 months, the last 80 days of acceptance. (Estimated project cycle * 150%)

 

Call Center (1)