CAJ | 학술논문

针对传统的客服系统工作效率低、人力成本高,故障处理不能及时响应等问题,本文提出了一种"一门式"客户服务热线电话系统.首先通过对国内外运营商的客户服务系统分析,总结了当前客户服务系统的发展现状.接着,以福利彩票中心为背景,结合系统优化与设计相关理论,设计出适合福彩运作的业务流程及功能.最后,给出了该设计的实现方案,并对这些系统的相关性能进行了分析.经运作表明,本系统在不失安全性稳定性的前提下大大的提高了客户服务质量,具有良好的应用前景.
침대전통적객복계통공작효솔저、인력성본고,고장처리불능급시향응등문제,본문제출료일충"일문식"객호복무열선전화계통.수선통과대국내외운영상적객호복무계통분석,총결료당전객호복무계통적발전현상.접착,이복리채표중심위배경,결합계통우화여설계상관이론,설계출괄합복채운작적업무류정급공능.최후,급출료해설계적실현방안,병대저사계통적상관성능진행료분석.경운작표명,본계통재불실안전성은정성적전제하대대적제고료객호복무질량,구유량호적응용전경.
In order to solve the problems such as low efficiency, high labor cost, and failure handling in the customer service system, this paper proposes a kind of customer service hotline system. Firstly, the paper analyzes the customer service system of domestic and foreign operators, and summarizes the development of customer service system. Then, the lottery is taken as a background, combined with system optimization theory, design business processes and functions for welfare to be operated. Finally, the paper gives the concrete implementation scheme, and analyzes the related performance of this system. The operation shows that the system can greatly improve the customer service quality without losing security, stability, and it has a good prospect of application.