Hosted call center refers to a large-scale call center system with high concurrent processing ability built by advanced communication technology. Through the remote seat function, the system sublets the seats in the call center to different enterprises located in different locations. Enterprises using hosted call centers can set up call centers as needed without purchasing any software or hardware equipment.
What are the outstanding features of the management call center?
Fully managed services to help customers focus on their core business:
Enterprises entrust the call center system to the hosting service provider for construction and management, and concentrate scarce human and financial resources on the core business. The professionals of the hosting service provider are responsible for the construction, maintenance, upgrade and training of the call center.
On the one hand, enterprises don't need to spend a lot of money to buy software and hardware to build call centers. Hosted call center is a large-capacity professional call center system with rich functions. With the hosting service, users can purchase, increase or decrease the number of call center seats at any time according to business needs, without a lot of investment;
On the other hand, enterprises do not need to invest a lot of manpower and material resources to maintain the call center. Custody service providers provide professional maintenance services 24 hours a day, 365 days a year, to keep the system running stably at all times.
Innovative remote agent function, convenient for distributed deployment;
Hosted call centers can well support telephone agents in different locations. After the user calls, the system will automatically judge the incoming call and send the incoming call from different areas to the agent wiring staff in different areas. At the same time, users can manage all wiring personnel distributed in various regions through a set of management background.
The function of distributed deployment can fully guarantee the uniformity of user service, thus effectively improving the service efficiency and level of customers and reducing the service cost.
The characteristics of centralized construction allow users with small seats to enjoy professional services;
Using the traditional call center integration model, it is difficult for users with less than 20 seats to get very professional services because of the small general contracting goal. Call center system integrators often hope that users can make up the number of seats needed in the next 3-5 years as much as possible to increase the contract amount.
However, users will find that with the rich experience, changes in demand and technical progress, after a period of time, this system can no longer meet the demand, and a large number of seats have never been enabled. At this time, it is often in a dilemma. It's a pity to tear down and rebuild, but it can't meet the demand if it continues to be used.
The managed call center is centrally built by the managed service provider, and users charge according to the number of seats actually enabled. Therefore, no matter how many seats users use, they can enjoy professional services. So there is no need to consider the needs for many years to come when you first enter the system. Because the managed call center is constantly improved according to the needs of users, it can grow organically with the needs of users and the progress of technology.
3. How do enterprises choose the call center?
There are three options for an enterprise to establish a call center:
Topology diagram display
For the construction mode of call center, there are outsourcing, self-construction and trusteeship at present, and each mode has its own suitable user group and business category. The specific analysis is as follows:
Functions of the call center system: The functions of the three systems are basically the same, and there is no essential difference. Basically, it consists of IVR, ACD, CTI, report system and other system modules.
Call center system function
Functions of the call center system: The functions of the three systems are basically the same, and there is no essential difference. Basically, it consists of IVR, ACD, CTI, report system and other system modules.
Analyze the characteristics of the three modes:
Outsourcing call center:
Advantages:
1) The system is opened relatively quickly, and there is no system construction cost: users can open the call center business relatively quickly by outsourcing the call center, which saves complicated call center system and equipment selection, and there is no one-time cost investment.
2) Outsourcing companies are responsible for operation and maintenance: Generally, outsourcing companies have corresponding operation and maintenance personnel, who can provide good operation and maintenance and ensure the stable operation of the system. Call center system involves communication technology, IT technology and other comprehensive technologies. For a call center with a certain scale, it is difficult to operate and maintain, and the requirements for the operation and maintenance team are high.
3) Outsourcing call center provides overall call center business plan: Outsourcing call center provides overall call center business plan including system, site and personnel. The customer only needs to submit the project requirements to the outsourcing call center, and the daily operation is entirely undertaken by the outsourcer.
4) Flexible call center scale: Due to the outsourcing mode, the number of seats in the call center can be flexible, and it is more convenient to increase the number of seats, but reducing the number of seats needs to be re-implemented after the end of a one-cycle contract.
5) More professional call center operation and management: The outsourcing services provided by outsourcing call centers, especially their professional call center operation ability and human resources, have obvious advantages in call center operation and management.
Disadvantages:
1) expensive: outsourcing is expensive, and not all services are suitable for outsourcing call centers. Under normal circumstances, those non-core businesses, phased businesses, simple repetitive businesses, trial businesses, businesses that lack sufficient manpower support, and businesses that are unable or unwilling to provide 7×24-hour services can be considered for outsourcing to a third-party call center.
2) Security cannot be guaranteed: if outsourcing is chosen, the security and confidentiality of all customer data of the enterprise are worrying issues, and it is impossible to guarantee that their own data will not be leaked.
3) There are hidden dangers in management: because the specific business development personnel are outsourced call center employees, there is no small difficulty in specific business management, and it is impossible to achieve real-time scheduling and real-time management.
Self-built call center:
Advantages:
1) There are many choices for system construction: there are many call center manufacturers and system integrators, and enterprises can choose according to their own needs.
2) Conforming to the traditional project construction mode: For enterprises, institutions and relevant government functional departments, self-built procurement is a relatively accustomed system construction mode, especially for the government and institutions.
3) High autonomy in system management and maintenance: For enterprises and institutions with rich experience in call center operation and relevant government functional departments, the self-built mode can better play the role of Pang Universiade team in call center operation.
Disadvantages:
1) The construction cost is very high, and the cycle is very long: for the system function upgrade, the original manufacturer needs to cooperate with the integrator for secondary development. At the initial stage of construction, it is necessary to accurately analyze their own needs, and conduct repeated demonstrations and inspections on product selection, suppliers and integrators. In the process of construction, a lot of manpower and material resources need to be transferred from the main business to participate in the system construction, and the system will often run successfully. However, due to the lack of call center operation experience, the system functions are quite different from the actual needs.
2) Maintenance difficulty: The call center is a highly professional communication system, and IT spans many professional technical fields, so it is very difficult for ordinary IT personnel to manage and maintain it. Most enterprises do not have such professional and technical personnel. After the system has problems, they can only turn to the original manufacturers and integrators.
3) The function can't change in real time according to the change of demand: Because of the poor flexibility of system construction, it is difficult for the self-built call center to change the number and distribution of seats according to the change of enterprise demand.
Managed call center:
Advantages:
1) can effectively control the construction cost of call center: the investment cost of hosting mode is low, the initial investment is zero, and the number of seats can be increased or decreased as needed.
2) Smooth integration with other enterprise systems: The hosting mode provides a more open and friendly third-party system interface, which can ensure seamless integration with enterprise CRM, ERP and other management systems.
3) Respond to the personalized needs of enterprises faster: The hosting mode highlights professional services and can respond to the personalized needs of customers immediately.
4) The construction period of the system is greatly shortened, and the deployment of the call center is more flexible: the hosting mode does not require pre-construction investment, and the decision-making of enterprises is faster; Moreover, the system can be opened quickly, and there is generally no special requirement. /kloc-the service can be opened within 0/working days. Seats have no space restrictions and can be placed where any data network and telephone network can reach them.
5) The system is safer and more stable: professional technical experts are responsible for the maintenance of all systems in the hosting mode. The call center system is placed in the professional telecom room to ensure the stable operation of 7×24 hours.
6) The system maintenance cost is greatly reduced: enterprises only need to undertake simple daily maintenance such as local customer databases. Compared with the maintenance cost of the traditional self-built mode, the maintenance cost of the hosting mode enterprise is almost negligible.
Disadvantages:
1) is not suitable for the current domestic procurement mode: at present, the hosted call center has the characteristics of short, flat and fast online operation, simple operation, convenience and practicality. Therefore, for enterprises, institutions and relevant government functional departments, it does not conform to their engineering construction procurement model.
2) For enterprises with call center experience, the advantages are not outstanding: compared with enterprises with rich call center operations (such as operators and banks), the advantages of hosting services in their traditional call center business are not obvious.
Tianrun trusteeship
Tianrun Rongtong focuses on developing and operating a hosted call center platform to provide call center hosting services for enterprise users. Tianrun Rongtong has been continuously investing and exploring in the field of managed call centers.
Tianrun Managed Call Center is a large-scale call center service platform jointly operated by Tianrun Rongtong and telecom operators. Through the innovative remote seating function, the system can realize very flexible distributed deployment and group call center seating for different enterprise users. This innovative service model is not only conducive to the rational allocation of resources, but also plays a very significant role in improving customer experience, enhancing service flexibility and reducing service costs.
With high reliability, high stability and unique hosting mode, we provide secure call center hosting services for hundreds of users. Users cover e-commerce, IT, financial securities, ticketing, logistics, telecommunications, education and training, Internet, tourism, restaurant chain and other industries, including Galaxy Securities, CCTV, Baidu, Huatai Life Insurance, Oriental Cable, Baicheng Travel Network, Century Internet, Digital China and other well-known enterprises.
Topology Diagram of Tianrun Hosted Network
Tianrun Hosted Call Center Topology Diagram
Tianrun Trust cooperates with basic telecom operators to build and maintain the main system of large-scale call center in the computer room of telecom operators. Enterprise users do not need to invest in the call center infrastructure, and can use the call center service in their own office through the function of remote agent.
Tianrun hosting function list:
Basic function list
Classification by function
Functional item
functional description
Instantaneous reaction speed (abbreviation of instantaneous velocity of reaction)
Support multiple incoming calls.
You can set up an independent IVR process for each incoming number.
Time strategy
Set different IVR processes according to the time period.
Language file upload
IVR voice files can be uploaded and managed by themselves.
voicemail
If the line is busy, the system can automatically go to voice mail to leave a message for the customer.
Automatic call distribution system
Group by skill
Agents have different priorities in the queue.
Time strategy
Incoming calls are sent to different queues according to the time period.
Queue timeout overflow
Overflow to voice mail or other queues
Seat timeout switching
If the agent fails to answer after the timeout, the system will automatically switch to other agents.
Computer telephone integration (abbreviation of computer telephone integration)
Recorded information
Calling number, relay number, IVR and other information are sent to the agent page when the call comes.
Automatic spring screen
The calling number automatically retrieves the customer information and immediately displays it on the agent page.
Bind any PSTN phone
The seat page is associated with and controls any PSTN phone.
Quality test
record
Record the whole call, including incoming and outgoing calls.
MP3 conversion
The recording is converted into MP3 file in real time, which is convenient for listening and saving.
Synchronous recording and downloading
The recorded content can be downloaded locally at any time.
real-time monitoring
Monitoring agents and administrators can monitor the status of queues and agents and call information in real time.
customer relationship management
customer relationship management
Provide customer data management system
Announcement information
Administrators can publish announcement information.
Business records
Provide business information flow function.
Off-site bound
Click call out
When the agent clicks the user information, the system will automatically dial out the call.
Batch outbound call
Import customer information in batches, and the system will automatically dial it out in sequence.
IVR outbound call
Support batch automatic voice outbound function
Report form
work report
Detailed statistics of seat workload
Queue work report
Detailed statistics of workload of each queue
Relay report
Call volume detail report for each incoming numb
bordereaux
A detailed report on each business situation
Outbound call report
A detailed report on the number of outgoing calls
Report export
Automatically download all reports and save them locally.
Advanced feature list
Classification by function
Functional item
functional description
Instantaneous reaction speed (abbreviation of instantaneous velocity of reaction)
Satisfaction survey
After the call, the customer scores the service button.
Automatic seat number report
Automatically play the seat number before the call starts.
Personalized waiting music
Each queue can be set with different waiting music.
Automatic call distribution system
Call memory
Repeated calls will be given priority to the agent who answered recently.
Time strategy
Incoming calls are sent to different queues according to the time period.
Regional routing
Assign incoming calls according to the calling area code (support mobile phone number resolution)
Quality test
class monitor
The position of the monitor can be monitored.
customer relationship management
Local database
The customer data database can be located in the customer's internal network.
Tianrun trusteeship service features
1. The call center is mainly built by Tianrun. Users mainly use the service through the remote agent function without buying any hardware equipment or software. As long as they apply for opening, they can support the call center system with advanced technology and rich functions.
2. The main system of the call center is centrally maintained by Tianrun, and enterprise users do not need to be equipped with professional system management and maintenance personnel. All system maintenance and upgrade management are shared by professional engineers for the enterprise;
3. The number of seats purchased by users can be increased or decreased as needed: the size of seats in the hotline of the user call center can be expanded or reduced at any time with the change of off-peak business, which will not cause system waste and reconstruction;
4. User seats can be distributed smoothly: enterprises can deploy wiring personnel in different office locations or different geographical areas as needed;
5. Flexible intelligent routing analysis strategy: the system can analyze the routing of incoming calls according to the long-distance area code of fixed telephone calls or the attribution of mobile numbers, and can also analyze incoming calls according to the user's database, and allocate incoming calls to different regions, seats or skill groups according to the analysis results;
6. The system has the characteristics of rapid opening: ordinary users can open services within one working day, and users who need interfaces can complete the development of database interfaces and open personalized services within two weeks;
7. The system has good interface ability: the system design concept is based on open structure and adopts industry standards, which makes the system have the greatest adaptability and interoperability and can ensure seamless integration with third-party systems (such as CRM);
8. The system supports flexible access number strategy: it supports full number access modes such as 400, 800, 95××××× and ordinary PSTN numbers, which is convenient for users to open services.
Tianrun trusteeship operation guarantee
Physical network guarantee
A) Tianrun managed call center platform is deployed in the standardized carrier-grade computer rooms of China Telecom and China Unicom, which saves the network link from the operator computer room to the enterprise computer room and avoids the complete interruption of business caused by transmission line failure;
B) The voice relay connecting ordinary local telephone number or 400 incoming telephone number meets the highest carrier standard, and its stability can reach 99.99%;
C) The Tianrun managed call center platform is powered by the telecom and Unicom telecom-class computer rooms in two directions, so as to ensure the quality of power supply and avoid the impact of power failure on users' business in enterprises and users' office environment;
D) The IP network of Tianrun managed call center platform is directly connected to the IP backbone nodes of telecom or Unicom, and the bandwidth is almost unlimited. A good Internet connection can fully guarantee the smooth use of users.
Equipment guarantee
A) System hardware: The hardware devices used in Tianrun managed call center platform are products of mainstream manufacturers such as Cisco, Dell and Hewlett-Packard, which fully guarantees the stability of the system from the hardware;
B) Redundant backup: The key equipment of Tianrun managed call center system has redundant backup. When a single device fails, the backup device can be switched immediately to ensure the stability of users' use;
C) Database backup: The database server is clustered by multiple servers, and the failure of a single server will not affect the overall business.
Operational support
A) Operation and maintenance process and system: Tianrun Rongtong's operation and maintenance team has accumulated rich experience in the field of large-scale managed call center operation, and formed a set of perfect call center platform operation and maintenance system and process and customer service response mechanism, which can fully guarantee the stable operation of the system;
B) Emergency plan: Tianrun Operation and Maintenance Team has formulated a detailed emergency fault diagnosis and elimination mechanism for possible faults of the call center platform system and customer system to ensure the normal operation of the system and business in the shortest time;
C) Personnel support: Tianrun Rongtong has been focusing on the field of managed call centers, and has accumulated a group of experienced operation and maintenance personnel and customer service personnel.
Tianrun trusteeship service standard
Key service indicators:
1) standard service opening time < 1 working day.
2) availability rate of call center system = > 99.9%
3) Call connection time
4) The average connection rate is over 99%;
5) Drop rate
6) Long-term call drop rate (1 hour) < 3%;
7) network connectivity of the call center system = > 99.9%;
8) Fault response and handling time:
A) fault response time
B) failure recovery time
1. Focus on the development of a managed call center platform.
In 2006, Tianrun Rongtong introduced the managed call center service to China for the first time, and it has maintained its concentration and high-intensity investment for three years.
The company has gathered a group of outstanding technical talents in the fields of Internet and telecommunications. A professional technical team composed of more than 20 people, with an average age of 30 years old, of whom 65,438+000% have a college degree or above and 35% have a master's degree or above. The technical backbone personnel all graduated from Tsinghua University, Peking University, Beijing University of Posts and Telecommunications and other traditional famous schools in the field of communication and IT, and have solid working experience in large-scale communication enterprises or IT enterprises for over 10 years.
Dedicated business, continuous investment and solid talent pool fully ensure that Tianrun Custody is always in the leading position in the field of managed call centers.
2. Served hundreds of users and accumulated enough experience.
Tianrun Hosting is the largest hosted call center platform in China, with hundreds of typical users, involving various industries. It has provided call center hosting services for hundreds of enterprises such as Galaxy Securities, CCTV, Baidu, Huatai Life Insurance, China Eastern Cable, CYTS, Baicheng Travel Network, Century Internet and Digital China.
In the process of providing services to users, Tianrun Custody has continuously improved its functions and improved its service level, and accumulated rich experience in the operation of call center custody services.
3. Convenient and flexible functional operation and efficient and comprehensive response mechanism.
A) The seat interface is based on WEB, with friendly Chinese operation interface, rich functions, simple operation and rapid deployment. Usually, after 1 hour training, the seating staff can effectively master the use of seating functions. "Tianrun Custody" provides online training and real-time telephone training, and customer service personnel can get help at any time when they encounter any use problems.
B) These seats extend to the office of the enterprise or other places designated by the enterprise in the form of remote terminals. By providing the same call center function in corporate headquarters and remote offices and organically connecting them in a unified network, enterprises can effectively use more professionals and low-cost labor resources. This can affect the organizational structure and operation mode of enterprises, and provide enterprises with more flexible and rapid response to new market demands and changes.
C) Tianrun Rongtong managed call center system can provide a good standard data interface. For the needs of special customers, Tianrun can develop customized interfaces to facilitate customer management.
4. Quality operation service guarantee
The call center hotline of an enterprise, whether it is a marketing hotline or a service hotline, is the vital lifeline of every enterprise. How to keep the lifeline running safely, stably and continuously is the most important criterion to measure the service level of the managed call center.
Tianrun Custody works closely with two basic operators, China Unicom and China Telecom, and makes full use of the network resources of operators, providing the first guarantee for the system in the allocation of communication resources.
Tianrun Custody has established a perfect system operation and maintenance management system, which provides a secondary guarantee for the custody call center service from three aspects: personnel guarantee, system guarantee and process guarantee.
Tianrun Custody adopts the mode of separating data and voice, taking into account the stability of communication and the security of customer information. This provides a third guarantee for the call center service from the perspective of user information security.
5. Systematic and comprehensive training support
Training purpose
A) Tianrun is responsible for providing comprehensive system use training and necessary technical training to the customer's call center service managers to ensure that they can accurately schedule and manage the call center business through the system platform.
B) At the same time, conduct comprehensive training for agents and agent managers in the enterprise on how to use the call center, so that they can use the call center system correctly and skillfully for business and management.
Training content
A) Training the call center service manager of the user on the background use of the call center;
B) Training user agents and agent managers to use the call center front desk;
C) Provide the call center system background user manual for the user's call center service manager;
D) Provide the user agent with the user manual of the call center system at the front desk for their own reference;
6. Passed the professional certification of the Ministry of Industry and Information Technology.
Tianrun Rongtong is the only professional managed call center service provider in China with the national call center operation license issued by the Ministry of Industry and Information Technology. In 2007, "Tianrun Trust" passed the technical appraisal of the call center professional committee of the Ministry of Industry and Information Technology (formerly the Ministry of Information Industry) and won the annual product award of the best call center in China.