呼叫中心业务系统的分析与设计  

Analysis and Design of Call Center Business System

作　　者：高云飞[1] 李军[1] 郑茜[1] 

机构地区：[1]泰达国际心血管病医院,天津300457

出　　处：《价值工程》2012年第26期304-305,共2页Value Engineering

摘　　要：呼叫中心业务系统以医院呼叫中心的日常业务为基础,对日常业务的工作流程等进行分析、优化,进行信息系统的设计,实现了对呼叫中心的业务进行支持,完成相关知识库、工作记录单、电话薄维护、小秘书、排班及考勤等功能。提高了坐席员的工作效率,从而提升医院的服务质量。On the basis of daily business service, the business system of the calling center in the hospital is to analyze and optimize the working process, etc., thus accomplishing the information frame design. It realizes the technical support of the business in the calling center as well as the functions such as knowledge base establishment, working records sheet, telephone directory maintenance, little secretary, duty arrangement and attendance record, etc. Consequently, the service quality in the hospital is greatly promoted with the improvement of working efficiency of staffs internally.

关 键 词：呼叫中心 系统分析 

分 类 号：TP39[自动化与计算机技术—计算机应用技术]