摘要
外呼是通信企业与客户进行双向沟通的低成本运营渠道,通过对客户的调查可以了解公司产品及服务存在的问题;同时服务与营销相结合可以达到扩展业务规模,提高客户满意度的目的。为了提高电话外呼的工作效能,减少人工参与,提高预警及时率和处理率,本文重点研究了预警前置的自动外呼系统和智慧运营客服系统的设计,该方案经过实地运行实现了客户服务集成化、标准化、精细化、有形化、价值化的目标。
Outbound communications is two-way communication with low-cost operation channels between the enterprise and customer. Through the survey on customer,the problems for company＇s products and services can be learned about; meanwhile,the service combined with marketing can achieve the purpose of expanding of business scale and improving of customer satisfaction. In order to improve the working effectiveness of outside telephone calls,reduce the labor participation rate and improve the early warning and timely treatment rate,the paper focuses on the design of automated outbound calling system and intelligence operating customer service system of early warning. The scheme achieves the target of integration,standardization,refinement,tangible and value-oriented for customer service after field running.
出处
《山西电子技术》
2016年第2期61-63,共3页
Shanxi Electronic Technology
关键词
外呼
运营
系统
服务
outbound
operations
system
service
