Note: this is a simplified and generalized description of a real system
Introduction
The Call Center Customer Care System has been developed by Andersen Consulting for a large US telecommunication company. The primary function of the system is to support interactions with the customers that request new services (ex: new phone lines), changes in the configuration of the existing services (ex: phone number changes, long-distance company changes, or relocation), or report problems.
The phone company has over 19Mil customers. Considering how often, on average, a customer changes his/her service configuration, the system has to support up to 400 company representatives simultaneously at near 7X24 availability level. However, these representatives are not the only means by which a customer can request a change or report problems. For example, there exists a phone service (Quick Service) by which customers can communicate with the system. This is discussed in more detail later.
呼叫中心客户服务系统是由 Andersen Consulting 为美国一家大型电信公司开发的。系统的主要功能是支持与请求新服务(例如:新电话线)、现有服务配置更改(例如:电话号码更改、长途公司更改或搬迁)的客户的交互,或报告问题。
这家电话公司拥有超过 1900 万客户。考虑到客户平均多久更改一次他/她的服务配置,系统必须同时支持多达 400 名公司代表,且可用性水平接近 7X24。但是,这些代表并不是客户可以请求更改或报告问题的唯一方式。例如,存在一种电话服务(Quick Service),客户可以通过它与系统进行通信。稍后将对此进行更详细的讨论。