Call Center (Call Center), also known as customer service centers, call centers in the traditional sense refers to the telephone call access response-based center to provide customers with a variety of telephone response services; at this stage call centers with advanced communication technology and network technology, the technology on a qualitative leap.
1 Call Center Overview
The current call center is based on CTI technology, full use of communications networks and computer networks of a number of functional integration, and integrating with the enterprise with a complete integrated information service system, using a variety of modern communication means, the telephone, fax, Internet Access, Email, video and other media channels to integrate, to provide customers with a unified high-quality, high efficiency, full range of services.
Call centers also will be information and communication technology and combines database technology, information resources can be shared to achieve centralized management and comprehensive, so that business operations to achieve fast, efficient and economical results. Principle-based call center customer service system, has been in the telecommunications, financial sector development as a mature part of business support systems, but also in logistics, postal, medical, insurance, taxation, tobacco, transport, tourism, publishing Yiji many industries the government Bumen Deng , is also shown great business applications. Below to the logistics industry, for example, describes the logistics industry, call center technology to enhance the level of the significant role of information:
2 call center applications in the logistics industry, introduced
Logistics is a commercial high-speed development of advanced industrial society one must not only required to receive goods from suppliers to the entity to the flow of the process, but also the information flow and cash flow process.
2.1 logistics bottlenecks
a) logistics branches throughout the country, each branch operations were not unified control, unified management.
b) difficult to have a unified logistics customer service caliber, customer complaints handling business or can not find counterparts or telephone.
c) the customer orders and demand does not receive timely feedback.
d) logistics customers scattered, data difficult to collect, control and statistics.
e) a salesman for a small number of elite hold the majority of customers dynamic information companies, other companies once they have been poached, customers also will be taken away.
2.2 Logistics Information
To solve the logistics enterprise "high cost", "low efficiency" of bottlenecks, logistics, information technology industry has surpassed the current concerns and see, the first level of information technology platforms have been implemented in many companies, such as internal financial management, warehousing management, order management, transportation management, and related systems, including ERP, logistics management (LM), SCM and other applications. Furthermore, the core business of logistics is to provide "services" concept, call center, e-commerce properties, and the combination of CRM technology will play a vital logistics information platform based on the integration of roles:
Call center: phone, fax, SMS, Email, Web access, as well as traditional customer-facing parcels integrated into a unified service window, call center support for computer equipment, automated voice response self-ordering, self-check list, also can artificial agent receiving services, distribution of work order distribution, and the joint one with the control and supervision system at any time to provide consulting services and outbound services for clients through a return visit to conduct satisfaction surveys in order to achieve regular customer care to maintain old customers, but also external call telephone marketing system will have more to tap the support of market potential to improve corporate profitability.
To "call center" for access to the information exchange platform, not only to provide services in this region, but also can do long-distance inter-regional service, logistics companies to effectively help resolve customer information collection, transmission, sharing, decision-making, thereby can be achieved in meeting customer needs, undertaking a reasonable inventory, transport, distribution methods to bring more benefits to the enterprise.
E-commerce: e-commerce platform and based on wide area networks, logistics and distribution center can manage all the advanced computer network of information resources, including customer information, order information, commodity information, storage resources, information, transportation resources, information, human resources information. And to support online store, bar code scanning system, GPS mobile positioning systems, internal systems software, logistics center can be easily realized from Jieshoukehu the order to Production (Packing), Chu library, transportation, single-product distribution of the whole 计算机 management and monitoring .
In the whole logistics process in the various aspects involved, scattered in different regions, Xu Yao 1 Xin Xi Jiang Zhenggewuliu link platform to link up, Jishi grasp customer's order demand, the vehicle's scheduling management, inventory management and paper management, Li Qiu achieved with minimal inventory, the shortest distance transport to meet customer needs. Modern logistics enterprises and logistics companies in the past is different not only limited to a certain aspect of logistics, but generally the introduction of information management technology, call center and e-commerce, CRM technology to effectively integrate the use of traditional means of logistics information will be over around the logistics center in connection with the customer to form a more efficient logistics and distribution network.
3 Case Study: SF Express call center company
3.1 Background
Shenzhen Cheng Industrial International Transportation Company Limited (SF Express), founded in 1993, has developed into a famous express delivery companies, mainly engaged in international and domestic express delivery business and customs, commodity inspection, insurance, cargo loading and warehousing operations supervisor , to provide fast, safe, accurate and economical courier services. Companies across the country to establish a large information collection, marketing, logistics and distribution, revenue allocation and other express courier, freight forwarding network. SF Express hopes to build call center for the following purposes: receiving customer orders request, check a single service, customer information management, to improve business efficiency and reduce costs; to the call center is not only SFExpress the service access platform is the production system, the generation of profits directly support. In 2004, the SF Express commissioned HOLLYCRM (together Jinqiao software) for its call center solutions using HollyC6 deploy its call center system.
3.2 System composition
3.3 Business Functions
Self-ordering, check one: Using IVR automated voice response processing, to provide 7 * 24-hour self-service. Incoming calling system according to the customer number, or telephone type of customer authentication information to the customer database for customer information, verify the successful completion of an order request, and are free to provide in accordance with the waybill waybill number inquiries, significant savings in labor costs.
Artificial orders: to achieve call center representatives to help customers artificial agent orders, queries, forwarding features, if customers choose adapter manual service, the system can automatically locate customers and orders directly to improve the efficiency of the seats.
Information Query Services: the call center agent quotes on behalf of handling customer inquiries, routes, network functions, and can transport a single control and supervision system according to feedback information query order information;
Complaint handling: achieving customer complaints, comments, and these problems pieces of processing, the representative agent can be classified admissible and system workflow engine in accordance with the definition of workflow distributed to the corresponding responsibility of the national department.
Telephone recording system: All the records on behalf of the client and the agent's call, the call center to facilitate quality management, and business disputes arise to provide objective proof;
Fax application: enables customers to automatically obtain a copy by fax, to save labor costs and improve service quality; seats available online to send faxes, paperless send a fax, save time and reduce operating costs;
Outbound applications: implementation client visits, satisfaction surveys, questionnaires and support manual system automatically questionnaires outbound preview function, to improve the paper form of investigations, reduce operating costs while manageable;
3.4 System Features and Benefits
* Call handling capacity increased and the connection rate: Call to undertake than not on HollyC6 call center system was improved by 75%, 50% switch rate also increased, thus greatly improving the call center's profit output;
* Integrated service windows: by phone, fax, e-mail, voice mail and other channels can provide customers with a unified service, making one-stop service and support really strengthened sales management, and the only phone orders, order processing unity. ;
* Powerful call center application: good voice navigation service, improve service quality; provided by the IVR self-service ordering, self-check a single service, saving labor costs; telephone access after the customer can automatically locate and enhance the efficiency of the seats ; allows customers to automatically obtain a copy by fax, to save labor costs and improve service quality; seats available online to send faxes, paperless send a fax, save time and reduce operating costs; increased outbound questionnaire system to enhance customer satisfaction.
* Complete back-office operations integration: and other applications (order management, financial management, transportation management) integration can be achieved before the background of data sharing, thereby protecting the company's cash flow, logistics, information flow of the uniform;
* Data based on a solid CRM: a complete call center system to retain a "customer information" and "service record" to CRM business modeling concepts provide a wealth of statistical reports to the enterprise data to support operational management, and support the company as a basis for Construction of CRM business analysis system.
4 call center to enhance the competitiveness of logistics enterprises
Logistics call center will bring the following Competitiveness:
* Cost-competitive: the idea of fine management calls attention to corporate customers and information resources.
* Quality Competitiveness: unified industry standards, service level, only "customer service" is the relative advantage of lasting stability.
The provision of basic services
Ensure reliability
Listen to your customers
Listen to your customer service staff
Positive solution to the problem of customers
Surprise to customers
* The speed of competitiveness: the information age data in a timely manner, to promote the efficient use of the development of business acceleration.
* Innovation Competitiveness: call center into a communication between the client and logistics window for the logistics to bring the source of innovation.
Cost, quality, speed and innovation, form the Logistics Information Age "competitive advantage." The Call Centre (Customer Interaction Centre) Logistics Management gives a new concept of competitive advantage.
Annex 5: Level of logistics information
About 70% of medium-sized logistics enterprises have established their own information management systems and information site, but the construction of e-commerce platform is relatively small;
Information system functions mainly in the integration of internal resources, such as the already established storage management, financial management, transportation management and order management, these features also limited to the logistics of the first level of information technology. The core logistics services, and the relationship between users, customer management becomes the key to survival and development of logistics factors, so need to start the construction of CRM key consideration;
Improving efficiency and standardize management, logistics information technology integration have begun to consider in addition to internal resources, but also, and customer information system docking, formed the basis of the supply chain, efficient, fast, convenient communication and information delivery platform, so , call center and Internet and other networks of information communication technology has become a means to contact the support;
In summary, the current information in the logistics industry, construction, based on call center for the front channels of information to e-commerce platform as a higher level of system operation support to CRM technology for customer management, decision analysis, optimization means the process to integrate the traditional logistics information system, will be a broader market!