呼叫中心(Call Center)是一个新兴的行业,它利用计算机通信技术(CTI-Computer Telephony Intergration)将通信与计算机结合在一起。由于它可以使用户简单方便地获取信息,从而改善了对客户的服务质量,增强了竞争力,减少了管理开支,而且可以全天24小时提供礼貌和周到的服务,受到人们的普遍欢迎。呼叫中心市场的发展正呈现出一派祥和景象。据统计,其市场价值达到几千亿美元,而且每年以20%的速度增长。随着服务意识的不断提高,可以预期,中国的呼叫中心业务具有极大的潜力,它必将被更广泛地应用于电信业、保险业、运输业、社会公共机构和企业热线。什么是呼叫中心简单来讲,呼叫中心是一个工作组,它由若干成员组成,这些成员既包括普通的人工座席,也包括一些自动语音应答设备(IVR),语音信箱传真索取(Fax-on-Demard)等。这些成员通过 Call Center is an emerging industry that uses communications technology (CTI-Computer Telephony Intergration) to bring communications and computers together. It is generally welcomed by its ability to provide simple and easy access to information, improve the quality of its services to its customers, enhance its competitiveness and reduce administrative expenses, and provide courtesy and attentive service 24 hours a day. The development of the call center market is showing a peaceful scene. According to statistics, its market value has reached hundreds of billions of US dollars, and the annual growth rate of 20%. With the continuous improvement of service awareness, it is expected that China’s call center business has great potential. It will surely be more widely used in telecommunications, insurance, transportation, social public agencies and corporate hotlines. What is a call center? In a nutshell, a call center is a workgroup that consists of several members that include both common human seats as well as some automated IVR, Fax-on- Demard and others. These members passed