组建高效的客户服务中心

Constructing High-efficiency Call Center

本文介绍了呼叫中心发展的历史、应用过程及系统结构 ,并提出通过与智能网、Internet结合以及与其他系统合建等手段来组建高效的客户服务中心的思路 ,对电信企业如何通过建立客户服务中心提高服务质量并通过智能业务带动传统业务的发展具有一定的借鉴作用。

At first, this article presented the history of call center technology ,its applications and architecture. After that, it suggested the way of constructing high-efficiency call centers with Intelligent Network(IN),Internet or other systems. In a word, this article presented some references for telecommunications carriers to raise their quality of service by constructing call centers and promote the devolopment of classic service by bring out IN services.