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传统的集中式呼叫中心具有易于管理和考核等优势,有效提升台州烟草客户满意度和服务水平。但这种集中式呼叫中心在多年实际运作中逐渐暴露出扩容难、抗风险能力弱等弊端,如遇到大规模的流感爆发时不适合电访员进行密集高强度的作业,无法快速响应分布式要求。分析现有呼叫中心基础架构,探索IP电话在应对呼叫中心突发性事件的实践与应用,提出基于IP电话的分布式呼叫中心解决方案。
The traditional centralized call center has the advantages of easy management and assessment, and effectively improves the satisfaction and service level of tobacco customers in Taizhou. However, such centralized call centers have gradually exposed the shortcomings of difficult expansion and weak anti-risk ability in actual operation over many years. For example, large-scale influenza outbreaks are not suitable for intensive and intensive work for interviewers and can not respond rapidly to distributed Claim. This paper analyzes the existing call center infrastructure and explores the practice and application of IP telephony in response to sudden events in the call center and proposes a distributed call center solution based on IP telephony.