The call center consists of four parts: the client, the call center, the end of the seat, the central database.
1. Client
The client has little to do with the call center, and only needs to apply for a trunk to the Telecommunications Bureau, the client can be connected to the call center. At present, the commonly used trunks in China are: analog trunks, ISDN trunks (2B+D), E1 trunks (30B+D).
2. Call control
The call center part is the core of the call system, the call center part determines the performance of the service system. The call center part adopts the board card method. It can realize intelligent call distribution, automatic voice response, seat transfer and other functions.
The call center adopts advanced programmable intelligent voice platform to establish the call center system, and the voice platform software can be used to conveniently control the call distribution, automatic voice response, and manual seat transfer.
The main functions of the CTI server are:
l Voice recording, editing and modification of voice files;
l Editing and modification of system processes;
l Editing and modification of fax files; (optional)
l Statistics and analysis of customer access;
l Number of times a business agent has been called, and service time Statistics;
l Recording, listening and checking of calls between business agents and customers;
l Center database management; (optional)
l Call center system maintenance
3. Seat end
The seat end is the terminal equipment that provides manual service for customers, usually consisting of the seat computer and the seat phone, and it is very inconvenient to operate the computer while making calls; therefore, the seat end is the terminal equipment that provides manual service for customers. Because it is inconvenient to operate the computer while making a phone call; therefore, the agent mostly uses a headset and controls the operation of the phone through the computer. Integrating the telephone and computer together makes it easier to operate both the telephone and the computer.
4. central database
Central database is the source of information in the call center, but also information storage, call center is widely used in various industries, and the central database has a great relationship. Due to the different information stored in the central database, so that the content of the call center is more colorful. Can better meet the different needs of customers.
Four, the main function module
Automatic Voice Response (IVR)
Automatic Voice Response (IVR) is actually an automatic "business agent". With the IVR module, customers can utilize dual-tone handsets to get pre-recorded digital voice messages from the system via telephone buttons.
Automated Call Distribution (ACD)
Automated Call Distribution (ACD) is an important part of a call center that is different from a typical hotline system. in a call center, ACD handles incoming calls in batches and routes them to business agents with the relevant responsibilities or skills in a specified manner. It reduces the overhead of the call center system and enables the company to better utilize its customer resources.
Voice Recording (VR)
The Bigger Call Center's Voice Recording (VR) feature is the perfect combination of computer and voice technology, as it allows for the simultaneous recording of multiple outbound lines and agents. With the help of a high-capacity computer hard disk as the storage medium, it completely breaks through the traditional concept of telephone recording. This function can record the telephone number dialed in by the outside line or the seat, the channel number used, the time of incoming or outgoing calls and other information into the database, so as to make flexible recording inquiries. Depending on the optional voice card, it can be realized.
Interactive Voice Response
According to the customer's needs, the IVR (automatic voice response) will be transferred to an agent, who will have a one-on-one conversation with the agent, accepting the customer's reservation, answering the customer's questions, or entering the customer's information.
Query statistics
The need for effective measurement of call center data, therefore, the call center needs to be able to call and response time for real-time storage, statistics, output, and have the ability to generate a variety of reports. Powerful statistical analysis functions include statistics on the characteristics of the words of each period (real-time, days, months, years), statistics on the characteristics of each period, each special business, real-time or historical statistics on the characteristics of the work of each counselor, and analysis of statistical data. The system can generate node query data table according to the content and time of the query when customers automatically query, and accumulate customer preference data; meanwhile, it can count the call volume and call duration of each business agent, so as to analyze the service quality of the business agent, and so on.
Customer Information Management (CRM)
Automatically pops up user information on the screen according to incoming calls, and displays the history of phone calls. Support Multi-select One Select one of the customers from multiple customers. Supports the management of customer information, and can realize the accurate search of customer information. You can manage phone records and categorize phone records (complaints, inquiries, suggestions). It also has the functions of sales order, price management, reservation management, maintenance registration, and customer return visit.
Knowledge base (AMS)
Knowledge base is the prerequisite and foundation for the realization of conceptual retrieval, and knowledge base management is a necessary means to ensure that knowledge is constantly updated and improved. Such as the enterprise's product introduction or the customer often consults the issue of organizing to the knowledge base system, can be convenient for the seat staff to carry out information retrieval and access. So that the agent can quickly and accurately answer the questions raised by the customer to improve the quality of service.
SMS (Short Message Service)
Supports interaction with customers by SMS. Such as new product introduction, birthday wishes, meeting reminders and other functions.