政务型呼叫中心功能诉求分析与技术选择——以上海市卫生计生热线为例

Functional Appeal Analysis and Technical Choice of Government Call Center: Taking the Health Care Hotline in Shanghai as an Example

呼叫中心从出现至今已经有超过30年的历史。伴随着技术进步,呼叫中心的建设从"单纯电话接入和人工座席"到"电话+互联网+移动互联",完成了5个代际的迭代。政务型呼叫中心对技术的应用不同于经营性企业,更偏重于"记录生成-流转办理""效率考察-自助查询"等功能诉求。文章以上海市卫生计生热线为例,讨论政务热线在实际业务工作中功能的诉求,认为在保证热线系统平稳的前提下,应用第四代的呼叫中心建设技术,并强化查询、社交网络工具等方面的功能,有助于热线平稳运行。

The call center has been in existence for more than 30 years since its appearance. With the progress of technology, the construction of call center has completed 5 intergenerational changes from ＂simple telephone access and artificial seat＂ to ＂Telephone＋Internet＋Mobile Internet＂. The application of the government call center to the technology is different from the business enterprise, and more emphasis is on the functional demands of ＂record generation - transfer management＂ and ＂efficiency inspection-self-service inquiry＂. Taking the health care hotline in Shanghai as an example, this paper discusses the demands of the function of the government hotline in the actual business work. It is believed that the fourth generation call center construction technology is applied under the premise of ensuring the smooth hotline system, and the functions of the query and social network tools are strengthened, which will help the hotline to run smoothly.