本文選題：呼叫中心 + CRM��； 參考：《電子科技大學》2013年碩士論文

【摘要】：呼叫中心即CallCenter，在社會上被叫做“客戶服務(wù)中心”，從開始到現(xiàn)在已經(jīng)發(fā)展了近三十年。當前，在國際上呼叫中心行業(yè)已經(jīng)成為一種科技信息產(chǎn)業(yè)，并且產(chǎn)生了一大批專門用于呼叫中心的軟件廠商、系統(tǒng)廠商和運營商。CRM即客戶關(guān)系管理，是采用IT技術(shù)進行管理客戶關(guān)系的較為新穎的運作模式，CRM的建立來源于“以客戶為中心”的服務(wù)理念，加強企業(yè)和客戶的交流關(guān)系為其主要目的。 本文的項目背景是基于一個B2C網(wǎng)站的呼叫中心的客戶信息管理子系統(tǒng)，它的總體目標是建立一個統(tǒng)一面向客戶的多媒體呼叫客服平臺，而日常的客戶信息和客戶來電量很大很復雜，這就要求所要建立的系統(tǒng)界面簡潔、操作簡單、便于維護、費用低廉，在提高企業(yè)管理人員各項工作的效率和質(zhì)量、減輕各類勞動強度的同時，通過計算機即可得到服務(wù)對象及客戶的基本資料，使員工有更多的精力和時間服務(wù)公司。根據(jù)項目的基本需求，系統(tǒng)采用B/S模式進行設(shè)計架構(gòu)，采用J2EE技術(shù)進行系統(tǒng)開發(fā)，系統(tǒng)中利用CTI技術(shù)，即計算機電話集成技術(shù)將計算機技術(shù)與通信技術(shù)結(jié)合起來，由于系統(tǒng)采用了成熟的CTI技術(shù)產(chǎn)品，因此本文主要著重于基于CRM的呼叫中心系統(tǒng)本身建設(shè)。 本文主要解決以下幾個問題：1.將傳統(tǒng)的單一電話接入的呼叫中心模式進行擴展，將這種單一電話接入模式的限制打破，能夠提供基于網(wǎng)站、IP電話等多種媒體接入系統(tǒng)，增加客戶接入系統(tǒng)途徑，提升客戶滿意度；2.難以深入挖掘客戶的潛在需求，銀行是一個為客戶提供服務(wù)的機構(gòu)，為客戶服務(wù)的宗旨是“滿足客戶需求”，所以深入挖掘客戶潛在的需要是銀行提供服務(wù)的出發(fā)點。3.自助語音服務(wù)不能細化，導致人工語音請求服務(wù)激增，而人工臺席不一定能夠滿足客戶的需要，導致只能由坐席再次轉(zhuǎn)接，增加了客戶的等待時間，降低了客戶的滿意度。本論文首先介紹了項目的背景及研究意義，隨后對項目的需求進行了詳細的分析，在設(shè)計階段從整體設(shè)計到每個核心功能模塊都給出了詳細設(shè)計，同時本文也較為側(cè)重系統(tǒng)的開發(fā)，在整個項目的開發(fā)過程中，提煉出了非常實際通用的核心模塊，大大提高了開發(fā)的效率，也為以后的企業(yè)應(yīng)用系統(tǒng)打下了堅實的基礎(chǔ)。最后對系統(tǒng)進行了詳細的測試，包括功能測試及性能測試。
[Abstract]:Call Center, known as customer Service Center, has been developed for nearly 30 years. At present, call center industry has become a kind of science and technology information industry in the world, and has produced a large number of software manufacturers, system manufacturers and operators. CRM is customer relationship management. It is a new operation mode to manage customer relationship by using IT technology. The establishment of CRM comes from the service concept of "customer-centered". The main purpose of CRM is to strengthen the communication relationship between enterprises and customers. The project background of this paper is based on a B2C website call center customer information management subsystem, its overall goal is to establish a unified customer-oriented multimedia call customer service platform. The daily customer information and customer calls are very large and complex. This requires the system to be built with a simple interface, simple operation, easy maintenance, low cost, and can improve the efficiency and quality of all kinds of work of enterprise managers. At the same time, the basic information of clients and clients can be obtained by computer, so that employees have more energy and time service companies. According to the basic requirements of the project, the system adopts the B / S mode to design the framework, uses the J2EE technology to carry on the system development, in the system uses the CTI technology, namely the computer telephone integration technology will combine the computer technology and the communication technology. Because the system adopts mature CTI technology products, this paper mainly focuses on the construction of call center system based on CRM. This paper mainly solves the following problems: 1. By extending the traditional call center mode of single telephone access and breaking the restriction of this single telephone access mode, we can provide a variety of media access systems based on web site IP phone, and increase customer access to the system. Improve customer satisfaction. It is difficult to dig into the potential needs of customers. The bank is an organization that provides service to customers, and the aim of customer service is to "meet the needs of customers", so it is the starting point of banks to provide services to dig into the potential needs of customers. Self-service voice service can not be refined, leading to the proliferation of artificial voice request services, but the artificial desk does not necessarily meet the needs of the customer, leading to the seat can only be transferred again, increasing the waiting time of customers, reducing customer satisfaction. This paper first introduces the background and significance of the project, and then analyzes the requirements of the project in detail. In the design phase, from the overall design to each of the core functional modules are given a detailed design. At the same time, this paper also pay more attention to the development of the system, in the whole project development process, extracted a very practical general core module, greatly improve the efficiency of the development, but also for the future enterprise application system laid a solid foundation. Finally, the system is tested in detail, including function test and performance test.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TN99;TP311.52

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