As a link between customers and enterprises, call centers can be used properly to keep old customers, discover new customers, and bring benefits for enterprises. Therefore, more and more business operators regard the construction of a suitable business call center as the key to improving the comprehensive strength of the enterprise.
With the development and integration of communication and computer technology in recent years, the call center has been given new content: the introduction of distributed technology makes it unnecessary for human agents to work in one place; The emergence of automatic voice response equipment not only replaces the work of human agent representatives to a large extent, but also enables the call center to operate 24 hours a day; the call center can not only handle phone calls, but also handle e-mail, web access, WeChat, and WeChat. Bo etc. Therefore, the current call center has become an organization that takes information technology as its core and provides customers with interactive services through a variety of modern communication methods.
Call center solutions
Call center solutions
Small, small and micro enterprise call center solutions are mainly aimed at SME customers, integrating IP call centers and lightweight customer relationship management systems. One, including communication system, customer care service system, sales management system, knowledge base system, etc. Some public functions that need to be involved in each system are extracted to form the main frame of the call center system. The main frame is responsible for user login verification, obtaining user permissions and other operations. At the same time, the main frame provides interfaces for common functions to each subsystem. These interfaces include ：Traffic management, recording listening, downloading, SMS sending, email sending and receiving, etc.
The call center system is mainly divided into four parts: communication system, business system, report system, knowledge system and other system interaction interfaces.
Communication system
The communication system is the basis for the call center to achieve multi-channel communication with the outside world. It contains a number of important components, which can be integrated with the computer through software, hardware interfaces and control equipment to achieve mutual control of voice, fax, etc. and data communications and a comprehensive application of software and hardware systems. The system is responsible for connecting and receiving communications with customers, automatic voice response, voice call recording, and providing telephones to be embedded in the business system to transmit and receive events and status between the business system and the communication system.
Business system
By logging in to the business system, agents can answer questions for customers, process customer messages, and actively care for customers, which is the key to achieving customer-oriented service in the call center. In addition, in the case of no return visit to the customer or special needs, the system will send SMS or email reminders to the customer according to the user’s configuration.
Report system
The report system centrally manages the original reports of each business subsystem to facilitate users to view reports, avoid unnecessary switching, and use a unified method for Users provide habitual query and display. Through the report, the user can grasp the agent’s business, traffic and other channel call activities, and have a detailed understanding of the agent’s work and the operation of the call center. It can greatly meet the needs of users for the operation and monitoring and management of the call center system.
Knowledge base
The knowledge base system first presents the focus of attention to customers in the form of a portal, recent knowledge trends, etc. If you use the system, you first need to use the built-in administrator to establish the authority structure of the knowledge base, and then other users can operate and create folders and files.