深圳市研科软件系统开发有限公司

<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">研科电视购物呼叫中心</span><span lang="EN-US" style="mso-font-kerning:0pt;"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">电视购物以其独特的“高效、低成本、无店铺销售”的模式，近年来在国内得到了快速发展，据统计，全国每年电视购物类广告的投放量高达</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">500</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">亿元，电视购物运营商每天在全国</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">700</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">个二级城市的近</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">2000</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">家电视台的广告投放时间超过</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">30</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">万分钟，在全国近</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">1</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">万个县城及城镇的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">1</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">万家有线电视广告投放时间超过</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">100</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">万分钟。如此大范围的广告投放，在给整个行业带来巨大商机的同时，也透视出电视购物行业的营销成本不断攀升、行业竞争进入白热化的隐忧，如何抓住那些用大笔的电视媒体广告费吸引进来的消费者，就成为电视购物经营者最为关心的问题，有效的解决办法之一就是上呼叫中心系统，让系统帮助企业提高效率，降低成本、增强竞争力。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">一、电视购物行业特点</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">电视购物行业独特的经营模式，决定了其对支撑其业务的呼叫中心系统有特殊需求，由于绝大部分呼叫都成波浪形分布，因为随着企业产品广告的投放，会有大量消费者打来电话进行咨询和订购商品。依靠传统的人工接听电话的方式已经远远不能满足业务发展需求，同时会出现大量信息来不及处理现象。所以为了企业效益的快速增长，效率的提高，信息系统的完善，非常有必要建立呼叫中心。因此“忙</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">/</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">闲时段”差别很大，需要呼叫中心系统具备针对性的解决方案。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">研科电视购物呼叫中心系统将所有来电号码完整记录并保存，并根据企业需要提供多种报表。在空闲时段呼叫中心的外呼功能，可以根据预先设定的条件自动外呼，在电话接通时播放企业定制的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IVR</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">内容，并可自动转接人工座席，在大大提高效率的前提下又可以人工解决各种个性化的问题，同时在空闲时段，企业还可以利用这样的外呼系统做市场推广，系统群呼目标号码，接通后自动播放录制好的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IVR</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">，如果用户感兴趣或需要进一步了解详情可按照提示直接接通人工座席，系统也可跟据企业需求直接让人工座席来接听，所有通话系统自动录音、保存所有呼出数据，定期提供各种分析报表，利用外呼功能，企业在成倍提高营销效率的情况下，还能有效降低人工座席的工作量，而且由于集中了众多企业的话务量，具备与运营商谈价的筹码，还能为企业有效降低通信成本，确保企业在不增加成本的前提下提高运营效率，增强自身竞争力。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">研科信息结合电视购物行业的自身特点，研发了完整的行业解决方案，提出了从电话接入、交换机、交换机软件平台、</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">IVR</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">系统、研科电话录音系统、电话中心运营系统的非常完整的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">"</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">一站式</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">"</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">服务</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">,</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">为电话中心建设提供咨询、建设、监督、运营全程跟踪服务，帮助客户全力打造增收型电话中心。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">二、电视购物呼叫中心概述</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">研科信息电话中心运营系统将呼叫中心平台、电视媒体广告、电话销售和物流配送以及电话中心良好运营管理的有机结合起来，是整个解决方案的核心组件，它的良好运行离不开其他组件的配合。主要包含模块：客户管理模块、营销模块、客户服务模块、仓库模块、物流模块、财务模块、系统管理模块。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">研科电话录音系统在录音、回放、数据备份等通用录音功能的基础上，特别针对电视购物企业的运营特点，特别增加了许多统计分析功能，帮助电视购物企业更好更有效地管理电话中心，分析坐席数据、营销运营的状况等功能。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">交换机软件平台，提供了针对交换机的控制</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">,</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">为呼入、呼出、以及整个电话中心的呼叫提供统一的管理平台</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">,</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">同时提供必要的呼叫决策数据</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">,</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">它运行在专用的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CTI</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">服务器上。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">呼叫平台中间件包括支持</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CSTA</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">的交换机</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">,</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">链路层将</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CSTA</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">协议转换成</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CTC</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">形式的数据；管理各个设备</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">,</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">管理各个监控通道，每个监控通道可以监控多个设备；管理座席通道的</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">ACD</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">模式；管理消息通道，用于不同通道之间发送信息，实现实时数据交换</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">,</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">理数据的路由；日志管理，记录</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">Link</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">的运行状态。运营平台是一个基于</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CSTA</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">标准、支持分布互连的呼叫中心平台。呼叫中心平台全套产品包括多个服务部件，客户端的接口部件以及功能丰富的应用工具。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">交换机软件平台主要包含如下功能</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">:</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">呼叫应答、点击呼叫、挂机、拦截呼叫、内线呼叫、三方会议、电话咨询、单步转接、从呼叫记录中提取数据、管理呼叫中心的各项配置、统计分析接口。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">三、电视购物呼叫中心行业解决方案优势</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">丰富的行业呼叫中心建设实践经验。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">精通</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">PBX</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">、</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CTI</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">、</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CRM</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">、数据仓库和数据挖掘技术，对电视购物呼叫中心技术与</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';">CRM</span></span><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">完美结·合有独到的见解。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">解决方案全面，周到，目标是用最少的投资获得最大的回报。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">先进、成熟、稳定、可靠的技术保障。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">系统扩展性和拓展性强。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">四、为电视购物企业带来的好处</span><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span lang="EN-US" style="mso-font-kerning:0pt;"><o:p><span style="font-family:'Times New Roman';font-size:small;">&nbsp;</span></o:p></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">通过对每个客户个性化的服务，增加客户对企业的忠诚度。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">提高订货成功率，直接增加销售额。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">减少每个定单的受理时间，提高话务员的工作效率。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">减少回呼次数，减少拨出电话费，节省销售成本。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">及时发现客户放弃的电话接入，主动呼叫为企业挖掘出潜在的客户。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">自助服务与为我服务的结合，个性化与效率的完美统一。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">呼入与呼出并举，真正的电话营销中心。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">闭环工作流管理，与物流、统计、帐务、市场的协调调度与整合。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">当电话中心夜间无接线员工作、呼叫无应答或长时间排队，系统可以自动保留用户来电，以便服务人员及时电话回复，避免呼叫损失。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"> <o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">通过实施现代电话中心，合理分配接入电话量，可以减少电话中心人员的数量，同时通过绩效评价从而达到人员最合理，最优，减少电话中心的日常开支。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"><span style="mso-spacerun:yes;">&nbsp; </span><o:p></o:p></span></span></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;"><span style="font-size:small;"><span style="font-family:宋体;mso-ascii-font-family:'Times New Roman';mso-hansi-font-family:'Times New Roman';mso-font-kerning:0pt;">监控通话效果，查依据录音对接线员的工作情况做出针对性的改进，提高接线员销售水平以及通话质量，整体上提高电话中心的运作效率。</span><span lang="EN-US" style="mso-font-kerning:0pt;"><span style="font-family:'Times New Roman';"><span style="mso-spacerun:yes;">&nbsp; </span><o:p></o:p></span></span></span></p>