In order to comply with the trend of the times, to meet the diverse needs of the general public to see a doctor, improve the efficiency of hospitals at all levels and quality of service. Hospital customer service center came into being. Customer service center system is a good solution for hospitals to improve service quality. Customer service center has become a recognized measure to improve service, hospitals are no exception. Through the construction of customer service center, hospitals can not only improve the quality of service and work efficiency to a greater extent, but also reflect the high-tech characteristics of the hospital, can attract many patients, but also can use the customer service center a variety of value-added services to improve the hospital's profits, to achieve the purpose of profitability. 1. The necessity of hospitals to build call centers (1) to improve the quality of hospital services Call centers have become a recognized way to improve services, hospitals are no exception. Specifically, the construction of the call center, the improvement of patient service can be expressed in the following aspects: - patient fax, Internet, SMS, WAP and so on. Telephone service, patients are also able to select the active voice service and manual service. -Patients can communicate with the hospital at any time through the phone, greatly reducing the distance between the hospital and the user. -It can provide hospitals with a variety of ways to communicate with users and facilitate patient consultation. The system supports with the user to communicate with the way include: telephone, professorial consultation and diagnosis. -The system provides a complete record of patient information, only need to enter the patient identification number (ID number) will be able to pull out all the user's records, and then provide the most accurate diagnosis for the patient. -Call center to provide patients with telephone number identification function, this humanized service, so that once the patient connected to the phone, the system will be able to identify the patient, so that the patient feels warm. In this way, when the patient for professor consultation, it is not necessary from beginning to end to the professor to explain the cause of personal illness, medical history, when the patient was treated unfairly, can always call the hospital's complaint hotline, so that the patient to get rid of the hospital and medical personnel forced to comply with the psychological pressure. (2) invention and promotion of the hospital's brand advantage Currently, most hospitals can only rely on the essence of the hospital service personnel to improve the traditional hospital service window method to improve the service image. The construction of the call center for the hospital to provide an electronic (telephone, Internet, etc.) service window, and then effectively invent the hospital's brand effect. On the other hand, because of the constraints of the policy, it is impossible for the hospital to promote through the traditional mass media. The construction of the call center for the hospital's publicity has opened up a new mass media, namely, the telephone and Internet media. Because the extension of telephone and Internet is unlimited, than the traditional media with a wider range of consumer groups, patients around the world, no matter when, where, just through the ubiquitous telephone or Internet, you can enjoy the hospital's services. Visible, the construction of the call center, the image of the hospital to promote and establish the brand, will play an infinite role in promoting the effect. (3) Optimize the service process of the hospital The establishment of the hospital call center can make the various departments and personnel of the job distinction more and more clear, unnecessary and unreasonable positions can be streamlined. Personnel workload can be maximized through a variety of statistical data, and at any time to provide the monitoring of the blame to report alternative functions. As for the users, they can know more clearly what problems they should deal with and who should deal with them. Cut down the intermediate links. This can greatly optimize the hospital service process. (4) Decrease the cost of hospital services Because of the completion of the telephone registration function, as well as through the electronic dispatch function to complete the active distribution of electronic registration orders, on the one hand, to facilitate the user, on the other hand, can cut down on the manual intervention of the staff, and then save money. (5) Expanding new sources of income Because the system supports a number of fee-based services, including e-registration and professor consultation services, the hospital can develop a variety of new sources of income, including: - e-registration income. Revenue from e-registration. -Revenue from professor consultation. -Because of the need for users to adopt the prepaid method, that is, beforehand to purchase a long fee, or from the bank to transfer funds to the fee card account. This constitutes the deposition of funds, which can greatly improve the cash flow of the hospital. (6) Provide special services Hospitals can provide special services to VIP users through the call center, including home health care, etc., can carry out more valuable patients for the hospital. (7) Promote the level of medical information technology Medical information technology is often a long, step-by-step process. The establishment of call centers can greatly accelerate this process. The generalized strength of the hospital to a new level. 2. The structure and composition of a typical hospital call center system The physical composition of a typical hospital call center system consists of: ACD exchangers, CTI servers, IVR/FAX servers, business representative seats, shift manager seats, quality control seats, call handling monitoring station, business handling station, system handling station, network handling station, telephone recording and message system, the use of database servers, Web server, E-mail server, business gateway, communication interface gateway, network system and so on. The functions of each sub-system are as follows: (1) ACD communicator consists of program-controlled communicator with queuing software (ACD, active call distribution), which provides network access function and active call distribution through flexible word processing method. (2) CTI server CTI server is the middle of the whole CallCenter. It combines the telephone exchange system and computer system organically through CTILink, and accomplishes the functions of potassium incoming call processing, screen pop-up, voice and data harmonious transportation, active outgoing dialing, and soft phone. Specialized software on the one hand can shield the complexity of the low-level CSTA protocol supplied by the exchange machine. On the other hand, it also provides CTCAPI, TAPI and other industry standard programming interfaces for client use, and also provides ActiveX active call control controls to simplify client CTI programming. (3) IVR/IFR server Interactive Voice Response IVR system is an important part of the call center, the practice is an "active service representative", through the IVR system. Users are able to use the audio keypad to make phone calls or voice input messages. From the system to obtain pre-recorded digital or composition of voice messages. It is preferred to use an analog voice fax card or a digital voice fax card, which is connected to the extension board of the exchange via an analog or digital subscriber line. Completion of voice guide dirty, active business inquiries, acceptance, active fax, as well as for the seat to provide voice and fax function call interface and other functions, through the CTI server, can be completed sensitively active and manual transfer. (4) database use server Database use server is a call center information data center. It is used to store all kinds of equipment calculation data, call record data, operator personnel information, customer information and transaction acceptance information of the call center. Transaction query information and so on. The data source of the call center contains its own business system in the history and the current data content, some data can be copied from the business database to the call center database, or through the use of the gateway to retrieve from the business system database on-line. (5) Service representative seat The seat phone uses Siemens special digital phone or imitation voice box, equipped with headset adapter: the seat computer uses PC to run the artificial seat service software with CTI function. The representative seat mainly provides customers with various business functions such as business inquiry, business inquiry, business acceptance, complaint, proposition acceptance, customer return visit, telephone promotion and so on. Together. The seat computer itself has a telephone answer, hang up, carry, outgoing, conference and other soft phone functions, greatly improving the efficiency of the work of the representative of the affairs. (6) shift manager/quality control seat shift manager seat in addition to all the functions of the usual operator seat, but also has to monitor the seat/worker's current situation, respond to the operator's service request, order a worker to quit and other functions, can monitor the operator's desktop status at the time, check the number of service seats, the number of idle, closed number of relevant data. The quality inspection seat is mainly through the online recording materials and call service acceptance calculation information, the work of the service representatives to supervise and check, in order to effectively retain the excellent talent and the service representatives of the existing problems in the training, and improve the service quality of the customer service center. For small call centers, the shift manager and the quality control seat can be held by the same person. (7) telephone recording and monitoring Through the telephone recording and monitoring system, all incoming calls are recorded, and then reach the quality supervision and prevention of boycotts function, the well can be recorded through the recording system so that the excellent service representatives of the recording examples into examples of learning models. Together. Through the recording system, you can also listen to the calls of service representatives in real time. (8) Calculation and analysis Calculation and analysis of various transaction data and call data, for the development of services and call center management to provide a basis for decision-making. Calculation analysis subsystem provides all the report data and a variety of data display methods (pie charts, histograms, graphs, reports, etc.). It will give the user the benefit of the value of the girl. (7) system maintenance for system equipment and correction, customized system planning, control, reduce system functions, complete seat handling, transaction handling, authority handling and other functions, and can be retrieved for reading the system diary. Finish the random compensation, correction and updating of system data, and finish the preparation of system data. It can make amendments to the voice correction and transaction process, and delete or backup the recording data. (10) Use the gateway Through the use of the gateway, complete the system integration with other transaction systems. Combine and optimize the transaction process from the beginning to form a closed-loop transaction process, and then provide more comprehensive and convenient customer service. (11) network system by the network exchange, routers, firewalls, seat terminals, various types of servers, cabling systems and other equipment integrated to form a high-speed, safe, reliable intranet.