95598 customer service center operation monitoring system and method

Abstract

The invention discloses a 95598 customer service center operation monitoring system and method. The 95598 customer service center operation monitoring system comprises an application layer and a data layer. The data layer comprises a marketing system management database, a marketing system production database and an operation system production database; and the application layer comprises an operation dynamic module, an operation quality inspection module, an on-site monitoring module, a human resource module, an emergency disposal module, an integrated management module and an information collection module. The marketing system management database is in communication with the operation dynamic module, and the marketing system production database is in communication with the operation quality inspection module. The operation system production database is respectively in communication with the operation quality inspection module, the on-site monitoring module, the human resource module, the integrated management module and the information collection module; and the operation system production database is further in two-way communication with the emergency disposal module. The 95598 customer service center operation monitoring system and method have the advantages that on-line circulation and control of various services can be achieved, a horizontal collaboration and longitudinal linkage system is formed, and seamless connection of data, on-line implementation of services, real-time control of the process and real-time analysis of the effect are achieved.

Description

technical field [0001] The invention relates to the field of customer service center operation management, in particular to a 95598 customer service center operation monitoring system and method. Background technique [0002] With the standardization of customer service center operation, continuous deepening of system applications, and continuous increase in business volume, customers' requirements for power supply services continue to increase, and higher requirements are put forward for the unified and standardized operation of customer service centers. [0003] At present, the operation system of the customer service center has single functions and complicated service processes, and it is impossible to realize centralized and unified real-time monitoring of personnel; it is impossible to collect statistics and summarize the operational data of each region of the customer service center and realize data linkage and data quality inspection; for the customer service center T...

AI Technical Summary

Problems solved by technology

[0003] At present, the operation system of the customer service center has single functions and complicated service processes, and it is impossible to realize centralized and unified real-time monitoring of personnel; it is impossible to collect statistics and summarize the operational data of each region of the customer service center and realize data linkage and data quality inspection; for the customer service center There is a lack of a unified response mechanism in each region for emergencies; the documents, funds and budgets, personnel information, work plans, etc. of the customer service center cannot be coordinated and controlled online, and the data transfer process cannot be accurately grasped, etc.

These problems have greatly affected the work efficiency and service quality of the customer service center. Therefore, it is urgent to establish a set of efficient, standardized and friendly operation monitoring platform to realize the implementation and unified monitoring of various supporting services.

Images