The new service satellite platform in the application of education and training
Industry analysis With the rapid economic development, science Technology The increasing progress, the continued strengthening of China's reform and opening up in recent years, China Education Sudden emergence of the training market and popular in a short time showed 1:00. Especially in the " Private Education Promotion Law "was promulgated after the emerging domestic private schools, foreign types of English language training also quickly move into China, education and training market more competitive.
Training market is a sunrise industry in China has great development potential. At present, the training market as a whole at the initial stage, the need to establish the correct training concept, establish standard training procedures, the use of advanced training tools and methods to effectively expand the training market, and increase training effectiveness.
Industry needs 1. To quickly improve the image of educational institutions and social impact
2. Can effectively expand the educational institutions of the campaign to control biogenic
3. Can be convenient and efficient access to college information, and promote rapid information flow
4. To enhance the communication between the school and contact between teachers and students
5. To promote university interaction of information between the various campus
6. To provide 7 * 24 hour service, to ensure continuity of service
7. Can effectively obtain feedback from participants in order to facilitate the improvement of school management and services
8. Can improve the efficiency of the internal management of schools and teacher-student satisfaction
9. Can reduce many aspects of school management and operating costs
10. Can improve the overall competitiveness of the school
Solutions Demand for these services call center solution for satellite is divided into two parts: communication, Marketing And management
A communication 1, automated IVR voice. To provide a flexible interactive voice response services, including: product navigation, welcome speech, to telegraph job number, message, service rates and auto attendant functions. Here the customer self-service oriented, customers can voice prompts for the appropriate action to obtain the relevant information they need to make the original members need to answer some of the information agent, directly in the IVR to complete, to a certain extent, reduce the transfer manual workload.
2, Call shells screen features. Students into the phone, the system will automatically put in the student information database in Computer Screen for phone wiring staff on the phone and be able to accurately report the names of the students and related information.
3, ACD Call Distribution: When the self-service can not meet customer demand, the customer will choose the manual service for incoming calls from the outside, the system can be configured according to customer needs to allocate seats for call answering . When customers select the adapter manual seat when:
(1) Customers can choose IVR voice prompts transferred to the designated seat or seat group, enter the seating work number that corresponds directly to the seat.
(2) system where the area under the calling number, the call transferred to the corresponding agent team to facilitate the enterprise to provide a more intimate localization.
(3) a variety of traffic distribution by: seats call answering priority
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