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。