Editor's Note
Call center into China for nearly a decade old. Telecommunications and financial services from the initial construction of key industries to highlight the transition over the past two or three years, China's current call center industry is poised to take off, awaiting the arrival of another business building climax. The industry itself, from the hardware and software product development, system integration to operational management, training, consulting and certification bodies and personnel have formed a complete industrial chain. On the occasion of 2005 International call center and customer relationship management, the forthcoming General Assembly on April 11 to 15 at the Shanghai Everbright Convention and Exhibition Center held, we invite industry experts on all aspects of call center construction and industrial development in the hot issues of its articles will be posting, so stay tuned.
Customer Service Center building, you must first explicitly call center business strategy, direction and goal expectations. Strategy, direction, goals, if not of clear, then the system will lack overall planning, the final outcome is not due to over-investment result in system idle is often found insufficient, needed to increase investment, resulting in a system of confusion. Moreover, after operating outside the formal call center, do substantial revisions, and related operations will lead to customer dissatisfaction and inconvenience to staff, serious customer service center construction will lead to failure, so in advance to establish a clear and practicable strategy to target is very important.
Customer Relationship Management
Contact Customer Service Centre is a corporate window, but also the implementation of enterprise customer relationship management are. Therefore, the perfect customer service system must be operational customer relationship management, enterprise integration. Customer service not only to obtain customer service customer relationship management system, relevant information should also be able to front-end and back-end applications and enterprise systems integration. So that it can provide a complete and diversified customer service, increase business with customers both added value and create long-term business foundation.
Therefore, business units need to look at the current industry and customer information, including transactions, customer information, product type, pricing, features, etc., enter the building system is compatible with the database. Analysis of data from customer transactions, the main screen in the main customers and potential future customers and offer service programs proposed plan. Set customer service processes, the main products and services and contact the person in charge and annual marketing plans and promotional programs, and provide the interface relations and related requirements, to facilitate the customer service system construction and integration.
Planning Service
Customer Service Center is a staff (people), 娴佺▼ (process), technology (technology) which consists of system that can efficiently integrate the enterprise's resources together in order to interact with customers, satisfy customer needs. But the company's strategy (strategy) will dominate the customer service role and position, thus influencing the people, process, technology investment and the three arrangements. Therefore, planning must start from the vision and strategy, people, processes and technology to the most appropriate arrangements for the three locations before they can maximize service efficiency.
In order to make customer service center can play the expected benefits, prior proper planning of the operation of the necessary information infrastructure, human resources, processes, functions and design matters such as the development of the right steps will help enterprises to build a successful call center. However, in considering the planning and development of call center level, the from many different angles, including business development point of view, functional programming point of view, the actual construction point of view, the perspective of business operation to carry out such.
A complete contact center system architecture include: switching system (Private Branch Exchange, PBX), automatic call distribution system (Automatic Call Distribution, ACD), interactive voice response system (Interactive Voice Response, IVR), computer telephony integration systems ( Computer Telephony Integration, CTI), workflow management systems (Workflow Management System) and the recording system (Recording System) and so on. According to foreign "Call Center Magazine" (Call center Magazine) in 2000, research reports, call center systems through computer telephony integration, interactive voice response system then integrates the Internet and other diversified services to carry out customer service channels, the average cost of service face to face interaction with customers will cost 200 dollars, used stores, chain stores of 20 to 50 dollars, down 0.1 U.S. dollars. Therefore, enterprises should fully understand the only effective integration of system development, before significant reduction in corporate services costs, it is not only economic efficiency of enterprises in need can also receive timely and effectively to meet customer information needs. Therefore, examination of outsourcing vendors, its equipment capacity and the back of several considerations, outsourcing companies will be included in audit, assessment of priorities.
銆??杩涜绯荤粺瑙勫垝鏃讹紝棣栧厛蹇呴』瑙勫垝涓?釜闀挎湡鐨勬柟鍚戯紝骞朵粠闀挎湡鎶曡祫鐨勮搴﹁繘琛岃?铏戯紝鏄庣‘鍦板畾涔夊叕鍙搁渶姹傦紝娉ㄦ剰绯荤粺鐨勬墿鍏呮?涓庡欢灞曟?锛岄伩鍏嶉?鎴愰噸澶嶃?娴垂鐨勬姇璧勩?瀹㈡湇绯荤粺鍘傚晢鐨勫ソ鍧忥紝灏ゅ叾瀵圭郴缁熷缓璁剧殑鎴愯触涓庣郴缁熸槸鍚﹁兘鏈夋晥鍙戞尌鏁堢敤鑷冲叧閲嶈銆?br />
相关链接:
Wizard Icon Tools
AVI to DivX
Brief Icons
IP And MAC Binding Of Crack
Silicon Valley Women Difficult to seek higher
Actual Serial Communication
"Warriors SERPENT Z" property and injury Xiangjie
VC Environment Created In The Symbian Build EXE Project Questions
MKV to Zune
Report ASP And PHP
RUP anti-pattern
Restore from network 3
Thunder look at real-time on-demand player in the player to build pan-
XviD to WMV
Infomation GAMES Board
Female Employment: Shuobo difficult job there is the cycle undergraduate
E-cology in the Pan Micro Series 45
No comments:
Post a Comment