基于CRM理念的银行呼叫中心系统的设计与实现

发布时间：2018-06-20 15:04

本文选题：呼叫中心 + CRM　；参考：《电子科技大学》2013年硕士论文

【摘要】：呼叫中心即CallCenter，在社会上被叫做“客户服务中心”，从开始到现在已经发展了近三十年。当前，在国际上呼叫中心行业已经成为一种科技信息产业，并且产生了一大批专门用于呼叫中心的软件厂商、系统厂商和运营商。CRM即客户关系管理，是采用IT技术进行管理客户关系的较为新颖的运作模式，CRM的建立来源于“以客户为中心”的服务理念，加强企业和客户的交流关系为其主要目的。本文的项目背景是基于一个B2C网站的呼叫中心的客户信息管理子系统，它的总体目标是建立一个统一面向客户的多媒体呼叫客服平台，而日常的客户信息和客户来电量很大很复杂，这就要求所要建立的系统界面简洁、操作简单、便于维护、费用低廉，在提高企业管理人员各项工作的效率和质量、减轻各类劳动强度的同时，通过计算机即可得到服务对象及客户的基本资料，使员工有更多的精力和时间服务公司。根据项目的基本需求，系统采用B/S模式进行设计架构，采用J2EE技术进行系统开发，系统中利用CTI技术，即计算机电话集成技术将计算机技术与通信技术结合起来，由于系统采用了成熟的CTI技术产品，因此本文主要着重于基于CRM的呼叫中心系统本身建设。本文主要解决以下几个问题：1.将传统的单一电话接入的呼叫中心模式进行扩展，将这种单一电话接入模式的限制打破，能够提供基于网站、IP电话等多种媒体接入系统，增加客户接入系统途径，提升客户满意度；2.难以深入挖掘客户的潜在需求，银行是一个为客户提供服务的机构，为客户服务的宗旨是“满足客户需求”，所以深入挖掘客户潜在的需要是银行提供服务的出发点。3.自助语音服务不能细化，导致人工语音请求服务激增，而人工台席不一定能够满足客户的需要，导致只能由坐席再次转接，增加了客户的等待时间，降低了客户的满意度。本论文首先介绍了项目的背景及研究意义，随后对项目的需求进行了详细的分析，在设计阶段从整体设计到每个核心功能模块都给出了详细设计，同时本文也较为侧重系统的开发，在整个项目的开发过程中，提炼出了非常实际通用的核心模块，大大提高了开发的效率，也为以后的企业应用系统打下了坚实的基础。最后对系统进行了详细的测试，包括功能测试及性能测试。
[Abstract]:Call Center, known as customer Service Center, has been developed for nearly 30 years. At present, call center industry has become a kind of science and technology information industry in the world, and has produced a large number of software manufacturers, system manufacturers and operators. CRM is customer relationship management. It is a new operation mode to manage customer relationship by using IT technology. The establishment of CRM comes from the service concept of "customer-centered". The main purpose of CRM is to strengthen the communication relationship between enterprises and customers. The project background of this paper is based on a B2C website call center customer information management subsystem, its overall goal is to establish a unified customer-oriented multimedia call customer service platform. The daily customer information and customer calls are very large and complex. This requires the system to be built with a simple interface, simple operation, easy maintenance, low cost, and can improve the efficiency and quality of all kinds of work of enterprise managers. At the same time, the basic information of clients and clients can be obtained by computer, so that employees have more energy and time service companies. According to the basic requirements of the project, the system adopts the B / S mode to design the framework, uses the J2EE technology to carry on the system development, in the system uses the CTI technology, namely the computer telephone integration technology will combine the computer technology and the communication technology. Because the system adopts mature CTI technology products, this paper mainly focuses on the construction of call center system based on CRM. This paper mainly solves the following problems: 1. By extending the traditional call center mode of single telephone access and breaking the restriction of this single telephone access mode, we can provide a variety of media access systems based on web site IP phone, and increase customer access to the system. Improve customer satisfaction. It is difficult to dig into the potential needs of customers. The bank is an organization that provides service to customers, and the aim of customer service is to "meet the needs of customers", so it is the starting point of banks to provide services to dig into the potential needs of customers. Self-service voice service can not be refined, leading to the proliferation of artificial voice request services, but the artificial desk does not necessarily meet the needs of the customer, leading to the seat can only be transferred again, increasing the waiting time of customers, reducing customer satisfaction. This paper first introduces the background and significance of the project, and then analyzes the requirements of the project in detail. In the design phase, from the overall design to each of the core functional modules are given a detailed design. At the same time, this paper also pay more attention to the development of the system, in the whole project development process, extracted a very practical general core module, greatly improve the efficiency of the development, but also for the future enterprise application system laid a solid foundation. Finally, the system is tested in detail, including function test and performance test.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TN99;TP311.52

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