营口市煤气公司呼叫中心系统设计与实现

发布时间：2018-06-24 01:34

本文选题：呼叫中心 + 服务质量　；参考：《大连理工大学》2016年硕士论文

【摘要】：为了全面达到营口市煤气公司正常发展的要求,进一步提升服务质量,构建完善的燃气用户服务中心,构建起以互联网多媒体呼叫中心系统为核心的平台,可以让用户利用更多方式从营口煤气公司得到供气服务资料,进一步完善服务申请、投诉、受理以及咨询、搜索等流程,通过外拨技术完成顾客答复、顾客回访等工作,使其成为整合之后的营口市煤气公司对外服务以及内部协调的信息服务平台。呼叫中心管理体系依照相关要求一般被划分成接入分配、呼叫控制以及业务功能三个主要模块,为更好的满足营口市煤气公司对呼叫中心系统的要求,把呼叫中心的详细业务部分进行图形化界面研发,如此就可以让公司自行决定添加所必要的业务信息,其主要是利用动态树目录的生成来完成的。本文从呼叫中心的现实情况分析、呼叫中心系统的需求着手,研究呼叫中心业务管理系统的设计和准备工作,着重利用需求来探究,指出呼叫中心的大致设计、构造设计,对具体的业务管理系统开展设计,之后对电话接入准备进行研发,最后完成整个设计,完成开发之后对系统开展检验和测试。营口市煤气公司呼叫中心系统具备了相对全面的监管、监控功能,还提供了高效的来电、用户回访以及业务分析能力,为营口市煤气公司准备了充足的销售以及服务资料。本文所研发的呼叫中心系统构造单一,使用范畴广泛,运行效率非常高,可以满足设计的大致要求,但还是出现了不可避免的问题,比如系统对用户与坐席代表话路连接的方式效率需要不断提升,这需要我们进一步对系统进行改进与测试。
[Abstract]:In order to fully meet the requirements of the normal development of Yingkou Gas Company, further improve the service quality, build a perfect gas user service center, and build a platform with the Internet multimedia call center system as the core, It can enable users to obtain gas supply service information from Yingkou Gas Company in more ways, further improve the service application, complaint, acceptance, consultation, search and other processes, and complete customer reply and customer return visit through external technology. It becomes the integration of Yingkou City Gas Company external services and internal coordination of information service platform. Call center management system is generally divided into three main modules according to relevant requirements: access distribution, call control and business function. In order to better meet the requirements of Yingkou Gas Company to call center system, The detailed business part of the call center is developed with graphical interface, so that the company can decide to add the necessary business information, which is mainly completed by generating the dynamic tree directory. Based on the analysis of the reality of call center and the requirement of call center system, this paper studies the design and preparation of call center business management system, emphasizes on exploring the demand, and points out the general design and construction design of call center. The design of the specific business management system is carried out, and then the telephone access preparation is developed, the whole design is finally completed, and the system is tested and tested after the completion of the development. The call center system of Yingkou City Gas Company has relatively comprehensive supervision and monitoring functions, and also provides efficient calls, customer return visits and business analysis capabilities, and prepares sufficient sales and service materials for Yingkou Gas Company. The call center system developed in this paper has the advantages of single structure, wide range of use and high operating efficiency, which can meet the general requirements of the design, but there are still some unavoidable problems. For example, the system needs to improve the efficiency of connection between user and chair, which requires us to further improve and test the system.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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