C农业保险公司统一客服中心设计和实现
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摘要
本论文详细介绍了大型农业保险公司(C公司)客服中心系统的设计和实现方法。构建一套全新的,多渠道的呼叫中心系统和完善的客户服务管理系统,是该农业保险公司迎合客服中心从原有“服务型”角色向“经营型”角色转变,提升企业核心竞争力和执行力的一项重要举措,并成为农业保险公司承担支农惠农政策的落实,帮助用户有效的规避农业风险等社会责任的重要手段。
现代的呼叫中心是指一种基于CTI(计算机和电话集成技术)的多项功能集成,并充分利用现代IP通信网络技术与企业的核心业务和流程巧妙融为一体,全面的、高效的、多角度的综合信息服务系统,并通过高素质的坐席代表和无所不至的沟通渠道,让保险服务真正做到时刻在客户身边。C农业保险公司的客服中心秉承这一理念和方式进行设计。本次客服中心设计遵循了开放性、先进性、可扩展性和前瞻性以及高度安全性的各项原则,并首创性的提出了和腾讯客服新媒体沟通平台,并紧密结合C农业保险公司的内部商业需求,制定详细的业务流程,管理体系,并实现与包括保险公司的核心电子商务系统在内的多种系统进行无缝对接,保证了客服中心实现统一网络、统一消息、统一服务。
本论文首先对C农业保险公司客服中心的需求进行了深入的分析,并结合农村市场和农村保险的特点,并提出了完整的系统架构。并对体系架构从硬件体系架构(系统组网方案)和软件体系架构两个方面进行深入阐述,并针对基于IP的客服中心的特点,提出了全面的安全防护策略。为了保证项目投资利益最大化和系统顺利实现既定的目标,经过反复计算和分析,提出了详细的系统配置,使本文的设计具有更好的实际可操作性。
作者以具体实践经验为背景,并结合农业工程、管理信息系统、计算机技术和电子商务等学科知识,并创新性的提出了基于互联网时代的客服中心的架构,对研究农业保险客服中心建设具有一定的参考价值和借鉴意义。
This thesis detailed introduces large agricultural insurance company customer service system's design and implementation method。Making up a set of new, multi-channel call center system and perfect customer service managment system, is a roles'transformation for insurance company from "Service" to "Business", an important method for enterprise to improve core competence and executive ability. Modern call center is based on CTI,and make full use of modern IP communications network technology and the company's core business and process integrate ingeniously, comprehensive, efficient, multi-angle integrated information service system, make insurance service always around the customers by high-quality seat representative and meticulous communication channels. C agricultural insurance company's customer service center adhere to this philosophy and approach to design. The design followed an open, advanced, scalable and forward-looking, and the principles of high security, and firstly proposed new media communication with customer service platform tencent, and inseparably close to connection with C agricultural insurance company's internal business needs, develop detailed business process, management system, and implemented a variety of systems seamless docking including insurance companies with core e-commerce system, ensure the reunification of the network call center, unified messaging, unified service
In this thesis, C agricultural insurance company call center needs are in-depth analysis, and proposed a complete system architecture, detailed tailored network solutions and software voice systems architecture, and for IP-based call center features, provided a comprehensive security strategy. To ensure that the system can successfully achieve the established objectives, after repeated calculation and analysis, detailed system configuration and implementation plan proposed to make this practical design have better maneuverability.
On the background of concrete experiences, combining with network marketing, management information systems, computer technology and e-commerce and other academic knowledge, and innovative put forward Internet-based call center architecture, has a certain reference value and reference on customer service center on the research enterprise.
现代的呼叫中心是指一种基于CTI(计算机和电话集成技术)的多项功能集成,并充分利用现代IP通信网络技术与企业的核心业务和流程巧妙融为一体,全面的、高效的、多角度的综合信息服务系统,并通过高素质的坐席代表和无所不至的沟通渠道,让保险服务真正做到时刻在客户身边。C农业保险公司的客服中心秉承这一理念和方式进行设计。本次客服中心设计遵循了开放性、先进性、可扩展性和前瞻性以及高度安全性的各项原则,并首创性的提出了和腾讯客服新媒体沟通平台,并紧密结合C农业保险公司的内部商业需求,制定详细的业务流程,管理体系,并实现与包括保险公司的核心电子商务系统在内的多种系统进行无缝对接,保证了客服中心实现统一网络、统一消息、统一服务。
本论文首先对C农业保险公司客服中心的需求进行了深入的分析,并结合农村市场和农村保险的特点,并提出了完整的系统架构。并对体系架构从硬件体系架构(系统组网方案)和软件体系架构两个方面进行深入阐述,并针对基于IP的客服中心的特点,提出了全面的安全防护策略。为了保证项目投资利益最大化和系统顺利实现既定的目标,经过反复计算和分析,提出了详细的系统配置,使本文的设计具有更好的实际可操作性。
作者以具体实践经验为背景,并结合农业工程、管理信息系统、计算机技术和电子商务等学科知识,并创新性的提出了基于互联网时代的客服中心的架构,对研究农业保险客服中心建设具有一定的参考价值和借鉴意义。
This thesis detailed introduces large agricultural insurance company customer service system's design and implementation method。Making up a set of new, multi-channel call center system and perfect customer service managment system, is a roles'transformation for insurance company from "Service" to "Business", an important method for enterprise to improve core competence and executive ability. Modern call center is based on CTI,and make full use of modern IP communications network technology and the company's core business and process integrate ingeniously, comprehensive, efficient, multi-angle integrated information service system, make insurance service always around the customers by high-quality seat representative and meticulous communication channels. C agricultural insurance company's customer service center adhere to this philosophy and approach to design. The design followed an open, advanced, scalable and forward-looking, and the principles of high security, and firstly proposed new media communication with customer service platform tencent, and inseparably close to connection with C agricultural insurance company's internal business needs, develop detailed business process, management system, and implemented a variety of systems seamless docking including insurance companies with core e-commerce system, ensure the reunification of the network call center, unified messaging, unified service
In this thesis, C agricultural insurance company call center needs are in-depth analysis, and proposed a complete system architecture, detailed tailored network solutions and software voice systems architecture, and for IP-based call center features, provided a comprehensive security strategy. To ensure that the system can successfully achieve the established objectives, after repeated calculation and analysis, detailed system configuration and implementation plan proposed to make this practical design have better maneuverability.
On the background of concrete experiences, combining with network marketing, management information systems, computer technology and e-commerce and other academic knowledge, and innovative put forward Internet-based call center architecture, has a certain reference value and reference on customer service center on the research enterprise.
引文
[1]农业保险.http://www.hudong.com/wiki/%E5%86%9C%E4%B8%9A%E4%BF%9D%E9%99%A9.
[2]赵蕊.大力发展农业保险.http://theory.people.com.cn/GB/11045484.html.
[3]桑海燕.论我国农业保险的现状及完善.《济南金融》,2004,5：40-41.
[4]宋龙芳.浅析农业保险现状及发展措施.http://www.iic.org.cn/D_resZL/index_zz_view_read.php?id=5849.
[5]郭志艳.我国农业保险发展现状及问题分析.《前沿》,2009,9：81-83.
[6]周延礼.农业保险服务要做到“五公开三到户”http://insurance.hexun.com/ 2010-09-08/124836583.html.
[7]李鑫星,傅泽田,张领先.农业病虫害远程诊断与知识呼叫中心系统.农业机械学报, 2010,41(6)：153-156.
[8]《国务院关于保险业改革发展的若干意见》.中国保险.2006.7：8-11.
[9]郭志强.农业呼叫中心的分析与设计.2008.7.
[10]温国泉.谈谈我国现阶段农业信息化服务的发展模式.科技情报开发与经济,2002,12：33-34.
[11].王艳霞.“最后一公里”问题的原因与解决对策.东北大学学报,2005.5
[1]Masseglia F,Poncelet P, Teisseire M,et al. Web usage mining:extracting unexpected periods from web logs[J]. Data mining and knowledge discovery,2008,16(1):39-65
[2]李志宏,王学东.客户关系管理[M].华南理工大学出版社,2007.
[3]Drury Jenkins. Customer relationship management and the data warehouse. Call center Solutions,Norwalk,2004,10:56-58
[4]赵溪.客户服务导论与呼叫中心实务[M].清华大学出版社,2006.
[5]Stephen Coscia. Customer Service Over The Phone:20-23
[6]中国邮政11185呼叫中心设计方案.(http://www.ems.com.cn/serviceguide/)
[7]王彤宇.管理信息系统[M].中国水利水电出版社,2006.
[8]赵铁燕.电力Call Center系统的设计与实现.胜利油田职工大学学报,2007.1：79-80
[9]谭力人.呼叫中心报表应用.中国计算机报,2004,3：21-29.
[10]吴伦.银行客户服务中心运营管理[M].电子工业出版社,2005.02：198-202.
[11]李农,袁全超,郭为民.银行客户服务中心规划与建设[M].电子工业出版社,2005：60-64.
[1].Halford, Victoria. Technoligy use and psychosocial factors in the self-reporting of Musculoskeletal disorder symptoms in call center workers. Journal of Safety Research,2003,02:167-173.
[l]Erlang-c Fromula introduction [EB/OL].2008,09.
http://hi.baidu.com/ucallme/blog/item/7ed19d7f0ff4f73e0dd7da5b.html
[2]戚艳军,徐光辉,李强.Erlang算法在呼叫中心的应用研究计算机技术与发展.2010,6：179-187.
[3]陈文化,黄小平,陈凯,白英彩.基于VoIP技术的虚拟呼叫中心设计和实现.计算机应用与软件,2006,2；P46-P47.
[3]舒华英,赖平章.IP电话技术及其应用.人民邮电出版社,2001.04.
[4]Srinivasan R.,Talim J.and Wang J.,"Performance Analysis of a Call Center with Interacting Vocie Response Units",contributed paper for the First Modrid Conference on Queueing Thery.Madrid,July 2-5,2002.
[5]吴非.自适应性呼叫中心.计算机工程与设计,2010,31.
[6]CISCO公司的参考文档(www.cisco.com).
[7]Avaya公司的参考文档(www.avaya.com)
[1]S.C.Hui, G.Jha. Data mining for customer service support. Information&Management,2002,2:12-14.
[2]Park,Seungchul, Choi, Yanghee, An advanced call model to support multimedia multiuser Communications, Computer Communication,1997.06:500-506.
[3]李爱振,CTI技术与呼叫中心技术,电子工业出版社,200.02.
[4]Fabrizio Sebastiani. Machine learning in automated text categorization[J]. ACM Computing Surveys,2002,34 (1):1-47.
[5]谭保华,熊健民,刘幺和.基于语音识别的IVR系统设计.数据通讯,2005,1：37-39.
[6]段云峰.呼叫中心系统的构建.计算机世界,2000,9：38-40.
[7]江兰平.呼叫中心系统的建立.计算机世界,2004,11：21-26.
[8]王晓彤.建立基于电子商务的客户服务中心.电信科学,2000,16(8)：24-27
[9]卢毅.如何建立一个卓越的呼叫中心,CTI Forum:http://www.ctiforum.com.
[10]李志刚.客户关系管理理论与应用.机械工业出版社,2006.
[1]李跃.呼叫中心的关键应用技术.北京邮电大学出版社,2005：103-106
[2]杨运广.银行呼叫中心系统的设计及实现,哈尔滨工业大学学报,2004.04.
[3]李建平.银行Call Center系统的设计与实现.计算机系统应用,2000.12：7-11.
[1]Polina.K,"Designing a Call Center with an IVR",Submitted in partial fulfillment of requirements for the degree of master of Science in operations,2006,2.
[2]林繁.IVR的选择与应用.中国计算机报,2004,10：37-49.
[3]Aksin,O.Zeynep,Harker,Patrick T,Capacity sizing in the presence of acommon shared resource:Dimensioning an inbound call center, European Journal of Operational.Reserach,2003.03:464-483.
[4]Bayer M. CTI solution and system,New York. McGaw-Hill,1997:444-462.
[5]陈舒.农业保险应分层次经营.中国保险,2004.1.
[6]李正.呼叫中心-电子商务先锋.中国计算机报,2000,4：101-103.
[2]赵蕊.大力发展农业保险.http://theory.people.com.cn/GB/11045484.html.
[3]桑海燕.论我国农业保险的现状及完善.《济南金融》,2004,5：40-41.
[4]宋龙芳.浅析农业保险现状及发展措施.http://www.iic.org.cn/D_resZL/index_zz_view_read.php?id=5849.
[5]郭志艳.我国农业保险发展现状及问题分析.《前沿》,2009,9：81-83.
[6]周延礼.农业保险服务要做到“五公开三到户”http://insurance.hexun.com/ 2010-09-08/124836583.html.
[7]李鑫星,傅泽田,张领先.农业病虫害远程诊断与知识呼叫中心系统.农业机械学报, 2010,41(6)：153-156.
[8]《国务院关于保险业改革发展的若干意见》.中国保险.2006.7：8-11.
[9]郭志强.农业呼叫中心的分析与设计.2008.7.
[10]温国泉.谈谈我国现阶段农业信息化服务的发展模式.科技情报开发与经济,2002,12：33-34.
[11].王艳霞.“最后一公里”问题的原因与解决对策.东北大学学报,2005.5
[1]Masseglia F,Poncelet P, Teisseire M,et al. Web usage mining:extracting unexpected periods from web logs[J]. Data mining and knowledge discovery,2008,16(1):39-65
[2]李志宏,王学东.客户关系管理[M].华南理工大学出版社,2007.
[3]Drury Jenkins. Customer relationship management and the data warehouse. Call center Solutions,Norwalk,2004,10:56-58
[4]赵溪.客户服务导论与呼叫中心实务[M].清华大学出版社,2006.
[5]Stephen Coscia. Customer Service Over The Phone:20-23
[6]中国邮政11185呼叫中心设计方案.(http://www.ems.com.cn/serviceguide/)
[7]王彤宇.管理信息系统[M].中国水利水电出版社,2006.
[8]赵铁燕.电力Call Center系统的设计与实现.胜利油田职工大学学报,2007.1：79-80
[9]谭力人.呼叫中心报表应用.中国计算机报,2004,3：21-29.
[10]吴伦.银行客户服务中心运营管理[M].电子工业出版社,2005.02：198-202.
[11]李农,袁全超,郭为民.银行客户服务中心规划与建设[M].电子工业出版社,2005：60-64.
[1].Halford, Victoria. Technoligy use and psychosocial factors in the self-reporting of Musculoskeletal disorder symptoms in call center workers. Journal of Safety Research,2003,02:167-173.
[l]Erlang-c Fromula introduction [EB/OL].2008,09.
http://hi.baidu.com/ucallme/blog/item/7ed19d7f0ff4f73e0dd7da5b.html
[2]戚艳军,徐光辉,李强.Erlang算法在呼叫中心的应用研究计算机技术与发展.2010,6：179-187.
[3]陈文化,黄小平,陈凯,白英彩.基于VoIP技术的虚拟呼叫中心设计和实现.计算机应用与软件,2006,2；P46-P47.
[3]舒华英,赖平章.IP电话技术及其应用.人民邮电出版社,2001.04.
[4]Srinivasan R.,Talim J.and Wang J.,"Performance Analysis of a Call Center with Interacting Vocie Response Units",contributed paper for the First Modrid Conference on Queueing Thery.Madrid,July 2-5,2002.
[5]吴非.自适应性呼叫中心.计算机工程与设计,2010,31.
[6]CISCO公司的参考文档(www.cisco.com).
[7]Avaya公司的参考文档(www.avaya.com)
[1]S.C.Hui, G.Jha. Data mining for customer service support. Information&Management,2002,2:12-14.
[2]Park,Seungchul, Choi, Yanghee, An advanced call model to support multimedia multiuser Communications, Computer Communication,1997.06:500-506.
[3]李爱振,CTI技术与呼叫中心技术,电子工业出版社,200.02.
[4]Fabrizio Sebastiani. Machine learning in automated text categorization[J]. ACM Computing Surveys,2002,34 (1):1-47.
[5]谭保华,熊健民,刘幺和.基于语音识别的IVR系统设计.数据通讯,2005,1：37-39.
[6]段云峰.呼叫中心系统的构建.计算机世界,2000,9：38-40.
[7]江兰平.呼叫中心系统的建立.计算机世界,2004,11：21-26.
[8]王晓彤.建立基于电子商务的客户服务中心.电信科学,2000,16(8)：24-27
[9]卢毅.如何建立一个卓越的呼叫中心,CTI Forum:http://www.ctiforum.com.
[10]李志刚.客户关系管理理论与应用.机械工业出版社,2006.
[1]李跃.呼叫中心的关键应用技术.北京邮电大学出版社,2005：103-106
[2]杨运广.银行呼叫中心系统的设计及实现,哈尔滨工业大学学报,2004.04.
[3]李建平.银行Call Center系统的设计与实现.计算机系统应用,2000.12：7-11.
[1]Polina.K,"Designing a Call Center with an IVR",Submitted in partial fulfillment of requirements for the degree of master of Science in operations,2006,2.
[2]林繁.IVR的选择与应用.中国计算机报,2004,10：37-49.
[3]Aksin,O.Zeynep,Harker,Patrick T,Capacity sizing in the presence of acommon shared resource:Dimensioning an inbound call center, European Journal of Operational.Reserach,2003.03:464-483.
[4]Bayer M. CTI solution and system,New York. McGaw-Hill,1997:444-462.
[5]陈舒.农业保险应分层次经营.中国保险,2004.1.
[6]李正.呼叫中心-电子商务先锋.中国计算机报,2000,4：101-103.