1. Location planning
When an enterprise establishes its own call center, it must first make clear the relevant objectives and positioning, and then formulate relevant technical solutions, such as how to meet the business needs, which are consistent with the enterprise's budget. With a good plan, after repeated communication with business departments, specific implementation details can be established and relevant detailed design can be implemented.
2. Technical scheme
When establishing a specific call center system, there are two main implementation technologies for reference: based on switch mode or based on industrial computer mode. The difference between these two modes lies mainly in the front-end processing of voice connection. In the switch mode, the switch equipment completes the front-end voice connection, that is, the user's telephone access. In the industrial computer mode, the computer controls the user's incoming call through the voice processing board.
3 website design
For the success of the call center, the environment is more important than other office space. Designing a scientific and reasonable communication environment can effectively relieve work pressure and reduce noise distribution. It should consider not only physical factors (light, noise …), but also social and behavioral problems (insecurity, lack of contact with the outside world, low sense of self-worth …).
II. Operation and Construction
Enterprises need to establish a relatively perfect operation mode while building the hardware needed for the call center.
The operation and construction of enterprise call center mainly refers to the following aspects;
1 Construction of operation management system
A) Personnel management system: construction management system, personnel recruitment system, personnel training and retraining system, personnel performance appraisal system, personnel flow management system, personnel salary management system, etc.
B) On-site operation process construction, data collection, statistics, analysis, personnel scheduling management, service process design and service response process design of operation management system construction.
2. Construction of quality management system
Service quality is the key to the success of call center operation, so it is more important to build a good service quality system in the initial stage of call center establishment. The quality management system includes:
A design and development of quality monitoring tools and means;
B. Setting of quality control methods: a) remote supervision b) near-seat supervision c) determination of quality standards for playback audio and video c) improvement of quality d).
3 Construction of training management system
In the initial stage of call center construction, the construction of training system is an important factor in operation management. Personnel training is closely related to the performance of the call center.