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Chong Chong Call Center Helps China University of Petroleum to Create High-level Butler Service

2018-02-27 11:24:40 Author: Source:CTI ForumComment:0  Click:


Background of the project
China National Petroleum University is a key university directly under the Ministry of Education. It is one of the key universities in the nation's “211 Project” and the construction of a “Discipline Innovation Platform” and the construction of a graduate school. The logistic management department of China Petroleum University is the functional management department of logistics service support in Qingdao campus. It undertakes the overall planning, quality control, repair engineering, and energy conservation and emission reduction duties for the Qingdao campus.
In order to further implement the informatization construction of the logistic service center and create quality services, the logistic management department of China Petroleum University plans to establish a logistic telephone number 1 service platform. After a rigorous tendering process and professional expert verification, Changxinda finally stood out among the many old call center solution providers and successfully won the bid.
The Clement University Logistics Service Call Center relies on advanced and mature CTI technology, adopts the latest generation call center MVB2000 system platform, and makes full use of the basic telephone network and campus network. It is a set of voice technology, call processing, computer networks, database technology, The integrated service management system, which integrates business management, can effectively provide teachers and students with high-quality, high-efficiency and comprehensive logistical service guarantees.
Project features:
1. The work order processing, for the repair and complaints business can be flexible automatic circulation, to meet the personalized treatment program settings for a variety of services. Through closed-loop work order circulation, return visits, filing, and complete work order logs, the entire process of monitoring the entire service process improves service quality. Through the new worksheet push and limited reminder function, the business processor can understand the information in time and improve the processing efficiency.
2. The call recording management can record real-time recording of agent calls. The work order can be associated with multiple call records and recordings. Through the listening to historical recordings, the service quality of agents can be monitored, and the recording files can also be analyzed. Form training analysis case to better coach service personnel.
3. The call-up screen function can directly display the caller information, such as call record, work order record, etc. on the seat computer, so that the agent can understand the basic situation of the caller at the first time and improve service efficiency.
4. The online service transforms the traditional call center into a multimedia contact center so that students and teachers can perform online repairs by visiting the website and communicate with the agents in real time, which further enriches the logistic service channels and establishes a perfect service system.
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