【作者】 张亚鑫；

【导师】 王移芝；

【作者基本信息】 北京交通大学 ， 计算机软件与理论， 2007， 硕士

【摘要】 随着经济的发展和时代的进步,银行为了适应发展并且提高市场竞争力,必须充分利用各种新型服务手段构建基于CTI(Computer Telephone Integration)技术的客户服务系统,呼叫中心(CC)能够比较好的达到此效果和目的,并能带动传统业务的发展。由于需求大量增加和业务变化,使得呼叫中心不再满足于简单的呼入业务,从而对呼叫系统提出了更高更全面的要求。本文对银行呼叫中心系统及其相关技术进行深入研究并站在面向用户的角度,将CRM与银行呼叫中心结合,提出了一种基于CRM理念的银行呼叫中心解决方案,本方案给出了基于CRM的银行呼叫中心系统的层次划分,随后以华夏银行呼叫中心系统为实例,对其系统功能和业务功能进行了详细设计与实现以使之适应需求。本文从三个方面研究了银行CRM呼叫中心系统:一是对呼叫中心几种实现技术进行比较,选择了一种适合银行业的技术实现方式,然后按呼叫中心系统中各功能模块所处的位置,设计了呼叫中心系统的层次模型,并对各层进行了分析。二是在应用上,以具有代表性的华夏银行CRM呼叫中心系统为实例,分析了银行业客户服务问题的特点,并相应构建了华夏银行CRM呼叫中心座席子系统与外呼营销子系统。三是随着银行呼叫中心系统数据的激增,这些数据中隐含着大量的信息,为了更好的利用这些数据,进行客户细分及外呼营销等业务,故建置统一的的客户信息模型,用来对后台系统的客户数据和外来客户数据进行统一的归档、存放和分析。随着银行业务以及呼叫中心各种技术的发展,对银行呼叫中心提出了更新的需求,文末对进一步的研究工作进行了探讨。更多还原

【Abstract】 With the development of economy and the progress of the ages,the decision makers of banks must make use of various new service means to adjust it and improve market competence of these banks,then setting up Call Center(CC) based on CTI (Computer Telephone Integration)must be the way in which these banks want to make their service quality well and can arouse the development of the traditional business.Users bring forward higher and more comprehensive requirements to CC peroformace when User’s requirements of setting up CC increase largely and change.So in this thesis author discusses Bank CC and related technologies, integrates CRM with Bank CC and put forward a new solution of Bank CC based on CRM.Then describes the architecture of the HXB CRM CC and also provides the all methods of function realization.This paper does research on the CRM Bank CC from three aspect:Firstly,on the basis of comparing with several realization technologies of CC,the thesis choses an appropriate method to realize Bank CC and gives out the solution of CC system basing on the CRM and give the nalysis and design to each layer.Secondly, based on the representative HXB CRM CC, the thesis analyze the characteristics of the service problem in business application and construct the CSR subsystem and Outbound Marketing subsystem.Finally,with the explosive increase of the CC data,which contains lots of useful information,we specify the customers for business and construct the Customer Information model, which used for clustering,storage and analyzing the data from inner and out of system.With the devolopment of Bank Business and technologies of CC,CC need to satisfy new requriments,the futher research problems are also discussed in the end of the thesis.更多还原