| 完达山集团呼叫中心系统的应用研究 |
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| 引用本文： | 崔宝灵,安云娜. 完达山集团呼叫中心系统的应用研究[J]. 合肥工业大学学报(自然科学版), 2003, 26(Z1): 883-886 |
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| 作者姓名： | 崔宝灵 安云娜 |
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| 作者单位： | 哈尔滨工业大学,管理学院,黑龙江,哈尔滨,150001 |
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| 摘 要： | 文章分析了完达山集团实施呼叫中心具体背景,并简要介绍了小型呼叫中心的系统结构,在此基础上,结合乳品行业的特点,提出了呼叫中心系统功能设计思路及系统实现环境,对乳品企业如何通过建立呼叫中心提高服务质量,具有一定的借鉴作用.结果证明,应用呼叫中心系统能够较大的提高企业运作和管理效率,最大限度地满足经销商及客户需求.
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| 关 键 词： | 完达山集团 呼叫中心系统 计算机电话综合应用系统 交互式语音应答系统 客户服务 |
| 文章编号： | 1003-5060(2003)S1-0883-04 |
| 修稿时间： | 2003-06-10 |
Study on the application of call center system in Wandashan Group |
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| CUI Bao ling,AN Yun na. Study on the application of call center system in Wandashan Group[J]. Journal of Hefei University of Technology(Natural Science), 2003, 26(Z1): 883-886 |
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| Authors: | CUI Bao ling AN Yun na |
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| Abstract: | In this paper, the construction background of Wandashan Group's call center is analyzed and the systematic structure of small sized call center is introduced briefly. Considering the characteristics of the dairy products trade, the designing ideas of the function and the implementation environment of the call center system are put forward. The results show that the call center can greatly improve the efficiency of operation and management and furthest satisfy the demands of the dealers and customers. This study is valuable for enterprises dealing in the dairy products to improve their quality of service by constructing call centers. |
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| Keywords: | Wandashan Group call center system integrated system of netphone interactive voice response system customer service |
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