【作者】 汤胜强；

【导师】 邓乾旺； 陈时付；

【作者基本信息】 湖南大学 ， 工业工程， 2009， 硕士

【摘要】 呼叫中心是一种基于计算机电话集成(CTI)技术,充分利用通信网和计算机网络的多项功能,并与企业连为一体的一个完整的综合信息服务系统。典型的呼叫中心系统一般由自动呼叫分配系统(ACD)、计算机电话集成系统(CTI)、交互式语音应答系统(IVR)、数据库应用系统、来话呼叫管理系统、去话呼叫管理系统、人工座席系统、电话录音系统、呼叫管理系统组成。呼叫中心系统建设的关键是:在选择前台接入技术、分析组网模式时,将ACD、CTI、IVR、数据库应用服务器这几个关键技术合理的应用并集成。本文从呼叫中心的基本概念入手,详细介绍了东风汽车股份有限公司(以下简称DFAC)呼叫中心功能需求的提出,技术方案的确定、各类业务流程以及呼叫中心的绩效管理和考核机制。客户关系管理的实现途径多种多样,特别是计算机和网络水平的发展为综合的客户关系管理手段提供了很好的平台。从伊始手工进行的客户维系到现在业务现场、呼叫中心、web等多种综合手段的CRM,客户关系管理实现了以更低成本进行更高价值维护的飞跃。呼叫中心作为一种有效的客户关系管理手段,其低廉的成本、直接的沟通与便捷成为客户关系管理的重要途径。客户关系管理和呼叫中心有着千丝万缕的联系。客户关系管理从诞生伊始就需要和呼叫中心相结合,而呼叫中心的产生也是为了实现更好的客户关系管理。只有将两者有效地结合利用,才能实现更为有效地客户关系管理和更有意义的呼叫中心。更多还原

【Abstract】 A call center, a Computer-based Telephone Integration (CTI) technology, is a comprehensive information service system which fully utilizes the multiple functions of communication and computer network and connects with various enterprises. The typical call center system is made up of Computer Telephone Integration (CTI) System, Automatic Call Distribution (ACD) System, Automatic Call Distribution (ACD) System, Interactive Voice Response (IVR) System, Database Application System, Inbound Management System, Outbound Management System, Agent Management System, Telephone Record System and Call Management System.The key system construction of the call center is to reasonally apply and integrate the pivotal technique of ACD,CTI,IVR and application server for databases when choosing connecting technology for frontdesks and analysing setting-up networks.This article, based on the basic concept of call center, makes a detailed introduction to DFAC’s function demand for call center, the formulation of technical program of various business procedures, call center’s performance management and evaluation mechanism.There are a variety of ways to conduct customer relationship management, especially computer and network developments provide a good platform for the integrated customer relationship management. Customer relationship management, from man-made customer relationship to the present business site management center and web, achieves higher value maintenance at lower costs. Call centers as an effective means of customer relationship management has become an important CRM means for its low cost, direct communication and convenience. Customer relationship management and call center are inextricably linked. Customer relationship management is from the beginning required to connect with call center which is designed to achieve better customer relationship management. Therefore, it is only through the effective combination of the two that more effective customer relationship management and more meaningful call center service can be achieved.更多还原