面向销售员的呼叫中心管理系统的设计与实现

发布时间：2018-06-18 19:50

本文选题：呼叫中心 + SSM框架　；参考：《上海交通大学》2015年硕士论文

【摘要】：电话营销是现代企业营销的重要手段,目前国内许多大型互联网企业在向顾客推销企业产品时,普遍采取电话营销的方式进行,并建立面向销售员的呼叫中心。但当前的电话营销呼叫中心的管理存在许多问题。例如:销售员与客户沟通前,未能详细了解客户的背景资料;多名销售员重复拨打同一个客户的电话;销售员拨打电话前,不知道该电话是否有效,造成大量无效电话的呼出;没有针对某客户一个完整的通话记录,以便跟进客户,促成订单。针对以上问题,本文以国内某著名的互联网公司(简称B公司)的实际项目为背景。在对SSM框架(Spring,Struts和MyBatis),ActiveMQ消息中间件和Mysql数据库分表分库等相关技术详细分析的基础上,设计并实现了一个面向销售员的呼叫中心管理系统,该系统包括呼叫模块,话务管理模块,规则管理模块,坐席管理模块和报表模块。系统测试及三个月以上的实际上线运营情况表明,该系统是可行和有效的。本文主要工作如下:1、针对TB级的通话记录数据量在数据查询时系统响应慢的问题,将通话记录根据不同的类型进行合理拆分,并设计分页查询组件。测试及应用情况表明数据整体查询时间控制在2s内。2、针对销售员工作业绩考核问题,采用ActiveMQ消息中间件,将销售员通话过程中的通话记录发送到报表模块进行统计处理,作为销售员的业绩参考材料。应用情况表明,销售员每日工作效率提高了一倍多。3、针对无效号码过滤,销售员拨打权限控制的问题,本文结合业务规则,设计并实现了灵活的呼叫控制策略。应用情况表明,销售员每日拨打的无效电话率下降20%。4、针对客户信息不全,类型划分混乱的问题,实现了与客户关系管理系统的集成。应用情况表明,销售员每天平均的成功订单量提高了50%多。
[Abstract]:Telephone marketing is an important means of modern enterprise marketing. At present, many large Internet enterprises in China generally adopt the telephone marketing method when selling their products to customers, and set up call centers for salesmen. However, there are many problems in the management of telephone marketing call center. For example, before the salesperson communicates with the customer, he fails to understand the customer's background information in detail; many salesmen repeatedly dial the same customer's telephone number; the salesperson does not know whether the phone is valid before making the call, resulting in a large number of invalid calls out; Do not have a complete call record for a customer to follow up with the customer to facilitate the order. In view of the above problems, this paper takes the actual project of a famous domestic Internet company (B company for short) as the background. Based on the detailed analysis of SSM framework, Spring Struts, MyBatisn ActiveMQ messaging middleware and MySQL database, a call center management system for salespeople is designed and implemented. The system includes call module and traffic management module. Rule management module, seat management module and report module. The system test and more than three months of online operation show that the system is feasible and effective. The main work of this paper is as follows: 1. Aiming at the problem of the slow response of the TB level call record data to the data query, the call record is split reasonably according to different types, and the paging query component is designed. The test and application show that the whole query time of the data is controlled within 2s. Aiming at the problem of the performance evaluation of the salesperson, we use ActiveMQ messaging middleware to send the call record of the salesperson to the report module for statistical processing. Act as a salesperson's performance reference material. The application shows that the daily working efficiency of the salesperson has been improved by more than twice. 3. Aiming at the problem of invalid number filtering and the control of the salesman's dialing authority, this paper designs and implements a flexible call control strategy combining with the business rules. The application shows that the rate of invalid telephone number dialed by the salesperson every day drops by 20.4. Aiming at the problem of incomplete customer information and confused classification, the integration with the customer relationship management system is realized. The application shows that the average number of successful orders per day increased by more than 50%.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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