CN103595880A - Portable call center agent - Google Patents
Portable call center agent Download PDFInfo
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- CN103595880A CN103595880A CN201210289526.7A CN201210289526A CN103595880A CN 103595880 A CN103595880 A CN 103595880A CN 201210289526 A CN201210289526 A CN 201210289526A CN 103595880 A CN103595880 A CN 103595880A
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Abstract
The invention provides an agent technology which can portably access a call center, and for short, a portable call center agent. The portable call center agent is a technology which uses the call center as a core, and various terminal devices use agent account numbers to directly access the call center to work through the internet. As long as the internet can be accessed, such as TCP/IP, 3G and other networks, and minimum internet speed of the call center is satisfied, agent working requirements can be achieved by using any one access way of desktops, laptops, tablet PCs, and smart phones. The portable call center agent uses a communication technology, a computer technology, an internet technology, and a public network penetration technology, and agent personnel can work at any time in any place, so portability of the center agents is realized.
Description
Technical field
The present invention relates to call-center technology field, relate in particular to the administrative skill of attending a banquet in discrete call center.
Background technology
Although China grows out of nothing call center in recent years, from having to essence, by constantly groping, study assiduously, its ，Dan call center that obtained at home developing on a large scale is just gained ground very technically, in scale, never have large development.
In price horizontal today flying, office space and the fast development of call center's scale of having attended a banquet equipment and large restriction.Therefore, the venue cost of call center is more and more higher, and place is more and more away from city.
Operator's operation irregularity hard work and pressure are huge, must find objectively, a lot of operators has suffered from varying degree " machine room syndrome ", with a heavy heart once entering call center's machine room, depressed, with a worried frown, and the reluctant platform seat that sits on, there is Occupational Burnout tendency, be not even ready to put on call instrument.
Owing to adopting centralized office work management, when the scale of attending a banquet constantly expands, administrative staff constantly increase just can supervise and guarantee operator's work quality, and therefore, the cost of management and difficulty also strengthen thereupon.
Along with the quickening of the pace of construction of Digitalization in China, the develop rapidly of communication network technology, the call center of current this cost type, concentrated, transforms to profit type, decentralized gradually.
Summary of the invention
The series of problems such as the venue cost that exists for current call center is high, employee's Happiness Index is low, centralized management is difficult, the invention provides a kind of portable call center attends a banquet, allow employee can utilize the place of oneself easily to handle official business, thereby make call center depart from the constraint of concentrated place office, removed the spending of venue cost from, eliminated the puzzlement of personnel's centralized management, employee's Happiness Index is improved, operating efficiency promotes.
The present invention includes Call Center Platform and the terminal two parts of attending a banquet.Described Call Center Platform refers to hardware device and the software platform of call center; The described terminal of attending a banquet comprises desktop computer, notebook computer, panel computer and four kinds of terminal modes of smart mobile phone.
Call Center Platform of the present invention is utilized public network through-transmission technique, has solved the terminal of attending a banquet and can not directly pass through the problem of public network environment access calling central platform; Utilize computer technology and Internet technology, the person of attending a banquet of terminal is installed any client software without oneself, only need login Call Center Platform by browser, makes it load voluntarily control; The account that the person of attending a banquet is used call center to distribute, by just can handling official business by access calling central platform after cryptographic check.
These three kinds of terminals of attending a banquet of desktop computer of the present invention, notebook computer and panel computer, all rely on the Internet to complete with data interaction and the interactive voice of Call Center Platform.
Call Center Platform of the present invention is in conjunction with Internet technology and mechanics of communication, make the attend a banquet data interaction of terminal and Call Center Platform of smart mobile phone rely on the Internet to complete, and interactive voice relies on the speech channel of communication operator to complete, the network traffics pressure that effectively reduces intelligent mobile phone terminal, has also guaranteed voice call quality.Utilize computer technology that the data interaction of intelligent mobile phone terminal and interactive voice are done to synchronous processing, finally guaranteed that data interaction promptly and accurately.
Accompanying drawing explanation
Fig. 1 is structural relation block diagram of the present invention;
Fig. 2 is that the present invention operates use sequential chart.
Embodiment
Below with reference to accompanying drawing, describe the specific embodiment of the present invention in detail.
As shown in Figure 1, attend a banquet in described portable call center, and it comprises: Call Center Platform 101, and public network environment 102, desktop computer 103, notebook computer 104, panel computer 105, smart mobile phone 106, attends a banquet 107.
Call Center Platform 101 has desktop computer 103, notebook computer 104, panel computer 105 and 106 4 kinds of terminal modes of smart mobile phone, attends a banquet 107 can use any terminal equipment by public network environment 102 access calling central platforms 101; 107 uses of attending a banquet are distributed to the account of attending a banquet (needing cryptographic check) of oneself and just can be handled official business by access calling central platform 101.
As shown in Figure 2, the operating procedure at described portable call center, its concrete flow process is as follows:
The person of attending a banquet 201 is opened the terminal 202 of attending a banquet, the terminal of attending a banquet 202 accessing Internets (desktop computer, notebook computer use TCP/IP network, and panel computer, smart mobile phone utilize WIFI to use TCP/IP network or use the networks such as 3G);
The person of attending a banquet 201 is opened behind browser incoming call central platform address in the terminal 202 of attending a banquet, the browser display login interface of attending a banquet;
The person of attending a banquet 201 is in the login interface input account number cipher of attending a banquet (Call Center Platform distributed the account of attending a banquet for each person of attending a banquet), after Call Center Platform 204 verifications are passed through, browser jumps to the working interface of attending a banquet accordingly automatically, and the person of attending a banquet 201 is used the terminal 202 of attending a banquet to start normal office work.
Claims (3)
1. attend a banquet in a portable call center, comprises Call Center Platform and the terminal of attending a banquet, and it is characterized in that:
The terminal of attending a banquet is supported desktop computer, notebook computer, panel computer and four kinds of terminal modes of smart mobile phone.
2. attend a banquet in portable call according to claim 1 center, it is characterized in that:
The described terminal mode of attending a banquet, can be by the Internet (directly utilizing public network environment) access calling central platform.
3. attend a banquet in portable call according to claim 1 center, it is characterized in that:
The person of the attending a banquet terminal of attending a banquet described in utilizing, only need to, by browser, be used the account number cipher that call center distributes just can to handle official business by access calling central platform.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210289526.7A CN103595880A (en) | 2012-08-15 | 2012-08-15 | Portable call center agent |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210289526.7A CN103595880A (en) | 2012-08-15 | 2012-08-15 | Portable call center agent |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN103595880A true CN103595880A (en) | 2014-02-19 |
Family
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201210289526.7A Pending CN103595880A (en) | 2012-08-15 | 2012-08-15 | Portable call center agent |
Country Status (1)
| Country | Link |
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| CN (1) | CN103595880A (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111741173A (en) * | 2020-06-22 | 2020-10-02 | 中国银行股份有限公司 | Telephone service processing system, method, device and mobile terminal |
Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1428982A (en) * | 2001-12-26 | 2003-07-09 | 深圳市中兴通讯股份有限公司上海第二研究所 | Calling centre compatible with public switched telenet and interconnected network and its access method |
| US20060198363A1 (en) * | 2005-03-07 | 2006-09-07 | Spanlink Communications | Apparatus and method for computer telephony integration |
| CN101222549A (en) * | 2007-11-13 | 2008-07-16 | 华为技术有限公司 | Method for implementing IP call centre and video call service |
| CN101931713A (en) * | 2010-08-06 | 2010-12-29 | 中兴通讯股份有限公司 | Virtual seating system and method |
| CN102299967A (en) * | 2011-09-08 | 2011-12-28 | 中兴通讯股份有限公司 | Mobile position system, gateway, mobile terminal and method for realizing mobile position |
-
2012
- 2012-08-15 CN CN201210289526.7A patent/CN103595880A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1428982A (en) * | 2001-12-26 | 2003-07-09 | 深圳市中兴通讯股份有限公司上海第二研究所 | Calling centre compatible with public switched telenet and interconnected network and its access method |
| US20060198363A1 (en) * | 2005-03-07 | 2006-09-07 | Spanlink Communications | Apparatus and method for computer telephony integration |
| CN101222549A (en) * | 2007-11-13 | 2008-07-16 | 华为技术有限公司 | Method for implementing IP call centre and video call service |
| CN101931713A (en) * | 2010-08-06 | 2010-12-29 | 中兴通讯股份有限公司 | Virtual seating system and method |
| CN102299967A (en) * | 2011-09-08 | 2011-12-28 | 中兴通讯股份有限公司 | Mobile position system, gateway, mobile terminal and method for realizing mobile position |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111741173A (en) * | 2020-06-22 | 2020-10-02 | 中国银行股份有限公司 | Telephone service processing system, method, device and mobile terminal |
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Application publication date: 20140219 |
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