CN110225209A - A kind of call center management system - Google Patents
A kind of call center management system Download PDFInfo
- Publication number
- CN110225209A CN110225209A CN201910440611.0A CN201910440611A CN110225209A CN 110225209 A CN110225209 A CN 110225209A CN 201910440611 A CN201910440611 A CN 201910440611A CN 110225209 A CN110225209 A CN 110225209A
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- Prior art keywords
- call
- management system
- management
- banquet
- server
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/18—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast
- H04N7/181—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast for receiving images from a plurality of remote sources
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- Business, Economics & Management (AREA)
- Engineering & Computer Science (AREA)
- Marketing (AREA)
- Signal Processing (AREA)
- Development Economics (AREA)
- Accounting & Taxation (AREA)
- Multimedia (AREA)
- Economics (AREA)
- Finance (AREA)
- Strategic Management (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention discloses a kind of call center management systems, including call-management server, the call-management server signal is connected with client terminal, the call-management server is electrically connected with service centre, the service centre includes intelligent voice system and operator attendance system, the call-management server is electrically connected with supervision and management center, the supervision and management center includes video surveillance management system and recording management system, the call-management server is electrically connected with Product Data Hub, the Product Data Hub includes bordereau database, professional knowledge library and customer database；The operator attendance system includes operator attendance server, call center management system of the invention part-time staff to attend a banquet in oneself free time in part-time employee to carry out competition for orders in management system or assign task, the service of call center is executed with freely part-time state, service fee can be earned, in this way to subsidize oneself life.
Description
Technical field
The present invention relates to call center management technical field, specially a kind of call center management system.
Background technique
The counseling services and complaint service since most of the service range at enterprise call center, extend to each client
Pre-sales, mid-sales, after sale etc. customer managements, production, management overall process, be the main means of enterprise and customer communication,
Gradually as " the unified external contacts window " of enterprise.
Call center is also three types from function division, and first: telephony market publicizes；Second: telemarketing；Third:
Telephone service, these three type of functionality are combined with different industries again, are formed the various typical cases of call center.
With the development of the social economy, society gradually changes to service type market, but cost of labor is constantly rising,
People are more prone to liberal profession, cause present call center's operator attendance recruitment difficult in this way, and in peak period
It usually will appear the phenomenon that operator attendance is lined up, cause client to generate call center discontented, and the promotion of people's life stress,
More and more people are caused to be ready carrying out some simple part-time activities after work, to subsidize oneself life, such as stream now
In capable part-time driver, part-time generation, drive.
Based on this, the present invention devises a kind of call center management system, mentioned above to solve the problems, such as.
Summary of the invention
The purpose of the present invention is to provide a kind of call center management system, solve in the prior art in existing calling
There is difficult problem of recruiting in heart management system operator attendance.
To achieve the above object, the invention provides the following technical scheme: a kind of call center management system, including calling are managed
Server is managed, the call-management server signal is connected with client terminal, and the call-management server is electrically connected with clothes
Business center, the service centre include intelligent voice system and operator attendance system, and the call-management server is electrically connected
There is supervision and management center, the supervision and management center includes video surveillance management system and recording management system, the calling pipe
Reason server is electrically connected with Product Data Hub, and the Product Data Hub includes bordereau database, professional knowledge library
And customer database；
The operator attendance system includes operator attendance server, and the operator attendance server is electrically connected with interchanger, institute
It states interchanger signal and is connected with local area network, the LAN signal is connected with fixed employee and attends a banquet, the operator attendance clothes
Business device is electrically connected with several part-time employees and attends a banquet management system；
Part-time employee management system of attending a banquet includes that part-time employee is attended a banquet management server, and the part-time employee is attended a banquet management clothes
Business device signal is connected with internet, and the internet signal is connected with several part-time employee terminals, and the part-time employee is attended a banquet pipe
Reason server includes robbing single module, worksheet processing module and accounting module.
Preferably, the client terminal includes mobile terminal, facsimile machine, phone and website etc..
Preferably, the mobile terminal includes mobile phone and tablet computer.
Preferably, the video surveillance management system includes several cameras, and camera is mounted on fixed employee and attends a banquet
Around using terminal office.
Preferably, the charge mode of the accounting module includes timing mode and mode of reckoning by the piece.
Preferably, the mode in the worksheet processing module includes that must do task, daily selection task and daily money reward daily to appoint
Business.
Compared with prior art, the beneficial effects of the present invention are:
First: part-time staff can attend a banquet in part-time employee in oneself free time and carry out competition for orders in management system or assign to appoint
Business is executed the service of call center with freely part-time state, can earn service fee in this way, to subsidize oneself life
It is living；
Second: the working strength that fixed employee attends a banquet being shared by the work of part-time staff, fixed employee can be reduced in this way
The recruitment attended a banquet reduces the recruitment difficulty and cost of labor of enterprise call service centre；
Third: by the data provided in Product Data Hub, can understanding in order to part-time and fixed employee to business datum,
It is facilitated to be serviced.
Detailed description of the invention
In order to illustrate the technical solution of the embodiments of the present invention more clearly, will be described below to embodiment required
Attached drawing is briefly described, it should be apparent that, drawings in the following description are only some embodiments of the invention, for ability
For the those of ordinary skill of domain, without creative efforts, it can also be obtained according to these attached drawings other attached
Figure.
Fig. 1 is present system functional block diagram；
Fig. 2 is operator attendance system principle diagram of the present invention；
Fig. 3 attends a banquet for part-time employee of the present invention and manages principle system；
In attached drawing, parts list represented by the reference numerals are as follows:
1- call-management server, 2- client terminal, 3- service centre, 4- intelligent voice system, 5- operator attendance system, 51-
Management system that the fixed employee of operator attendance server, 52- interchanger, 53- local area network, 54- attends a banquet, 55- part-time employee is attended a banquet,
551- part-time employee attend a banquet management server, 5511- rob single module, 5512- worksheet processing module, 5513- accounting module, 552- interconnection
Net, 553- part-time employee terminal, 6- supervision and management center, 7- video surveillance management system, 8- recording management system, 9- product number
According to center, 10- bordereau database, 11- professional knowledge library, 12- customer database.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description.
Fig. 1-3 is please referred to, the present invention provides a kind of technical solution: a kind of call center management system, including call manager
Server 1,1 signal of call-management server are connected with client terminal 2, and client terminal 2 includes mobile terminal, facsimile machine, phone
With website etc., mobile terminal includes mobile phone and tablet computer, and call-management server 1 is electrically connected with service centre 3, in service
The heart 3 includes intelligent voice system 4 and operator attendance system 5, and call-management server 1 is electrically connected with supervision and management center 6, is supervised
Controlling administrative center 6 includes video surveillance management system 7 and recording management system 8, and video surveillance management system 7 includes several camera shootings
Head, and camera is mounted on fixed employee and attends a banquet around using terminal office, call-management server 1 is electrically connected with production
Product data center 9, Product Data Hub 9 include bordereau database 10, professional knowledge library 11 and customer database 12；Manually
Seat system 5 includes operator attendance server 51, and operator attendance server 51 is electrically connected with interchanger 52,52 signal of interchanger
It is connected with local area network 53,53 signal of local area network is connected with fixed employee and attends a banquet 54, and operator attendance server 51 is electrically connected
There are several part-time employees to attend a banquet management system 55；Part-time employee management system 55 of attending a banquet includes that part-time employee is attended a banquet management server
551, part-time employee 551 signal of management server of attending a banquet is connected with internet 552, and 552 signal of internet is connected with several part-time
Employee's terminal 553, part-time employee attend a banquet management server 551 including robbing single module 5511, worksheet processing module 5512 and accounting module
5513, the charge mode of accounting module 5513 includes timing mode and mode of reckoning by the piece.
One concrete application of the present embodiment are as follows: the part-time employee that part-time staff can pass through oneself in oneself free time
Terminal 553 attends a banquet in part-time employee and carries out competition for orders in management system 55 or assign task, is executed with freely part-time state
The service of call center can earn service fee in this way, to subsidize oneself life, pass through internet in part-time staff and log in
Upper part-time employee is attended a banquet management server 551, and competition for orders service can be carried out in robbing single module 5511, and in worksheet processing module 5512
Middle progress worksheet processing service, and accounting module 5513 carries out charging to the service of part-time staff, charging can be according to accumulative service
Time calculates, or carries out charging according to the number serviced in total, and fixed employee is shared by the work of part-time staff and is attended a banquet
Working strength, can reduce the recruitment that fixed employee attends a banquet in this way, reduce recruitment difficulty and the people of enterprise call service centre
Work cost, by the data provided in Product Data Hub 9, can understanding in order to part-time and fixed employee to business datum,
Facilitate it to be serviced, bordereau data can be transferred in bordereau database 10, it can be with by professional knowledge library 11
Facilitate attendant to carry out query learning to professional knowledge, attendant can be convenient to customer data by customer database 12
It is transferred, facilitates service.
Present invention disclosed above preferred embodiment is only intended to help to illustrate the present invention.There is no detailed for preferred embodiment
All details are described, are not limited the invention to the specific embodiments described.Obviously, according to the content of this specification,
It can make many modifications and variations.These embodiments are chosen and specifically described to this specification, is in order to better explain the present invention
Principle and practical application, so that skilled artisan be enable to better understand and utilize the present invention.The present invention is only
It is limited by claims and its full scope and equivalent.
Claims (6)
1. a kind of call center management system, including call-management server, it is characterised in that: the call-management server letter
It number is connected with client terminal, the call-management server is electrically connected with service centre, and the service centre includes intelligent language
System for electrical teaching and operator attendance system, the call-management server are electrically connected with supervision and management center, in the monitoring management
Pericardium includes video surveillance management system and recording management system, and the call-management server is electrically connected in product data
The heart, the Product Data Hub include bordereau database, professional knowledge library and customer database；
The operator attendance system includes operator attendance server, and the operator attendance server is electrically connected with interchanger, institute
It states interchanger signal and is connected with local area network, the LAN signal is connected with fixed employee and attends a banquet, the operator attendance clothes
Business device is electrically connected with several part-time employees and attends a banquet management system；
Part-time employee management system of attending a banquet includes that part-time employee is attended a banquet management server, and the part-time employee is attended a banquet management clothes
Business device signal is connected with internet, and the internet signal is connected with several part-time employee terminals, and the part-time employee is attended a banquet pipe
Reason server includes robbing single module, worksheet processing module and accounting module.
2. call center management system according to claim 1, it is characterised in that: the client terminal includes mobile whole
End, facsimile machine, phone and website etc..
3. call center management system according to claim 2, it is characterised in that: the mobile terminal includes mobile phone peace
Plate computer.
4. call center management system according to claim 1, it is characterised in that: the video surveillance management system includes
Several cameras, and camera is mounted on fixed employee and attends a banquet around using terminal office.
5. call center management system according to claim 1, it is characterised in that: the charge mode packet of the accounting module
Include timing mode and mode of reckoning by the piece.
6. call center management system according to claim 1, it is characterised in that: the mode in the worksheet processing module includes
Task, daily selection task and daily money reward task must be done daily.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910440611.0A CN110225209A (en) | 2019-05-24 | 2019-05-24 | A kind of call center management system |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910440611.0A CN110225209A (en) | 2019-05-24 | 2019-05-24 | A kind of call center management system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110225209A true CN110225209A (en) | 2019-09-10 |
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ID=67817941
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| Application Number | Title | Priority Date | Filing Date |
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| CN201910440611.0A Pending CN110225209A (en) | 2019-05-24 | 2019-05-24 | A kind of call center management system |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112866494A (en) * | 2020-12-16 | 2021-05-28 | 华人运通(上海)云计算科技有限公司 | Intelligent customer service cooperation system and method for vehicle |
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| JP2004252668A (en) * | 2003-02-19 | 2004-09-09 | Fujitsu Ltd | Contact center managing and controlling program, device and method |
| CN101631171A (en) * | 2008-07-18 | 2010-01-20 | 中兴通讯股份有限公司 | Call center system and artificial service realizing method thereof |
| CN103067621A (en) * | 2011-10-18 | 2013-04-24 | 殷程 | Home seat management system of call center and method thereof |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20190910 |
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| RJ01 | Rejection of invention patent application after publication |