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 。
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.
出处
《合肥工业大学学报（自然科学版）》
CAS
CSCD
2003年第z1期883-886,共4页
Journal of Hefei University of Technology：Natural Science
