With China's economic development, business services and gradually pay attention to it, many companies are beginning to realize the role of the call center, call centers are beginning to realize the basic platform as a customer service level and efficiency of communication, and there are more and more companies began to use Call ways to sell their products outside the call center. In this context, many companies, regardless of size, have set up their own call center idea. So, how to build a call center system should it? A clear purpose call center call center you want to build this useful? When an incoming call to a business type of customer use, or to make outbound phone use? Marketing is a business want to do with it? Or government units to use? Outsourcing is to do it? Or own use? Want to make money with it or want to use the customer service? In short, you need to put your new call center for what to say. 2, the call center building needs to write a requirements document. What do you want to write clearly. Now what needs include, encountered any problems in the future to think of what the whole. After written demand, the exchange rate of the fastest and most accurate. 3, set, expansion, upgrades to be flexible, fast, low-cost enterprise business processes, the scale is changing rapidly, the company's call center to be able to adjust and adapt quickly to market changes. This requires that when the call center needs to be adjusted (eg agent, IVR, ACD, etc.), maintenance or management personnel can easily configure the system according to requirements. Therefore, it is 4, and the whole enterprise communications systems integration can be a good call center business is just a department, the corporate sector and other sectors to work together in order to play its role. If you want to solve the customer's problem as one, which requires the integration of call center and business telephone systems, foreground and background can work together. When you need to set up a non-call center platform of the professional agents, you can easily upgrade an ordinary telephone extension agent phone. 5, business software and call center business software refers to software agents who handle incoming calls recorded call center software and hardware can be separated from the business software. An ideal situation is to have a business after their CRM, ERP, SCM and other systems, then the call center, which will be relatively smooth flow of information. Reuters trillion through the call center system can realize the function are: 1, customer information screen when playing the caller is assigned to an agent, it will automatically pop up user information on incoming calls the agent's computer screen, such as caller ID, user name, Users category, service history, in order to increase the adhesion between customers and service; 2, customer relationship management record call detail records for each user, and accurate positioning of the relevant customer information, such as customer location, by what promotional information learned ways of enterprises, customer consumption records, customer demand, while effective customer service, efficiently manage customer information; 3, Automatic Call Distribution (ACD) calls intelligent recognition, the incoming call distribution corresponding to the appropriate agent or other projects, users can set their own phone waiting queue, waiting for the music selection, intelligent broadcast queue position and wait time. 4, recording the entire call recording function: to provide all incoming and outgoing phone call recording can be flexibly set the recording or not recording, and provide play, download and backup operations. 5. Knowledge Base is some common user knowledge, product knowledge, service knowledge, technical support, information bulletin summary. It unified enterprise caliber foreign service, allowing users to answer questions become standardized; 6, traffic detail traffic details, 7 missed calls, outbound call functions provide VOIP line, automatic outbound, customer call number display business Specify the number, you can display the real number or area code +400 number, assist enterprises to maintain a unified image; 8, click the outbound function of the agent can select and click on an existing contact, the customer's phone number, the system will automatically outbound and phone switched seats, seats can also manually enter other numbers, click Outbound. 9, according to the needs of the secondary development can be adjusted according to business needs, such as work orders can be adjusted according to the needs of enterprises, CRM customer data and enterprise data systems developed for docking. 10. SMS service provides satisfaction surveys, customer greetings, business reminders and other needs. 11. Manage traffic details, management and distribution agents, missed calls, detailed transfer record, blacklist management, message search and download capabilities. Statistics (including traffic reports, business statistics and customer service reports, etc.)