呼叫中心(Call Center)起源于发达国家对服务质量的需求,其主旨是通过电话、传真等形式为客户提供迅速、准确的咨询信息以及业务受理和投诉等服务,通过程控交换机的智能呼叫分配、计算机电话集成、自动应答系统等高效的手段和有经验的人工座席,最大限度地提高客户的满意度,紧密企业与客户的关系,是提高企业竞争力的重要手段。随着近年来通信和计算机技术的发展和融合.呼叫中心已被赋予了新的内容:分布式技术的引入使人工座席代表不必再集中于一个地 Call Center originated from the developed countries on the quality of service needs, the main purpose is to provide customers with quick and accurate consultation information and business acceptance and complaints and other services by telephone, fax and other forms of services through the program-controlled switch intelligent call distribution, Computer telephony integration, automated response systems and other efficient means and experienced artificial seats to maximize customer satisfaction, close business and customer relationships, is an important means to improve the competitiveness of enterprises. With the development and convergence of communications and computer technology in recent years, call centers have been given new content: the introduction of distributed technologies eliminates the need for human agent representatives to focus on one