呼叫中心系统在电子商务中的应用

There are several peaks in the development of Ji'nan call center system. The first point is self built customer service center, especially the first wave based on Telecom banks. The first wave call center business is those businesses. The second wave call center business is that users want to do call center sales, such as mail order, especially after the development of TV shopping, the demand for mail order is very big. The third wave is e-commerce.

第一个就是客服，有些客户要打电话，尤其要问一些售后服务的问题，开始建立了呼叫中心。

The first is the customer service, some customers want to call, in particular, to ask some after service issues, began to establish a call center.

第二需求就是客户打电话来订购产品。携程的三个创始人当时讨论的模式就是模仿参考美国电子商务行业网络模式。希望客户在网上下单成交。但是在中国市场上会发现，很多客户不愿意在网上订机票订酒店很多客户更愿意通过电话订酒店。后来降到60%是通过呼叫中心实现。它的呼叫中心是以服务为主的呼叫中心，通过质量规范，来给他们考核，发工资。

The second requirement is that the customer calls to order the product. The three founders of Ctrip discussed the model as a reference to the network model of the US e-commerce industry. It is hoped that the customer will make a single transaction on the Internet. But in the Chinese market, many customers do not want to book a ticket on the Internet to book a hotel and many customers are more willing to book hotels by telephone. Later, it was reduced to 60% by the call center. Its call center is a service - based call center, which is assessed and paid by the quality standard.

第三阶段，呼叫中心越来越多的去融入到整个电子商务营销体系当中。这里面理论上分析，两块，一块呼叫中心如何抓客户，一块如何利用呼叫中心提高转化率。

In the third stage, the call center is more and more integrated into the whole e-business marketing system. This is theoretically analyzed, two pieces, a call center how to grasp the customer, a piece of how to use the call center to improve the conversion rate.

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