12333 Social Security Hotline Call Center

        The 12333 Social Security Hotline Call Center Labor Security Telephone Consultation Service System mainly provides laborers and employers with quick and convenient labor security policy release and query, social security account query, employment information release, acceptance of social supervision and reporting, etc.; it utilizes modern information technologies such as telephone, fax, Internet, automatic voice, and text messages to create an intuitive, fast, and convenient policy consultation environment and build a multi-level, all-round, and three-dimensional policy consultation service system to meet the needs of different age structures, different cultural levels, and different information requirements in the labor force group.
   

With the continuous development of the national social security cause, in order to further strengthen the public consultation service work of labor security, enable the public to quickly and conveniently understand relevant policies, be familiar with the handling procedures, promptly respond to and solve problems in actual life, and better safeguard their legitimate rights and interests, there is an urgent need for local labor departments to provide a unified service window and platform for the society. In 2003, the Ministry of Labor and Social Security applied to the Ministry of Information Industry for the special public service number "12333" for labor security and obtained approval. Subsequently, it issued the "Notice on Carrying out Labor Security Telephone Consultation Services". By enabling the unified national public service telephone number 12333 in various places, the construction of the labor security telephone system was started. In 2009, the Ministry of Labor and the Ministry of Science and Technology jointly launched the project "Research on Key Technologies and Major Applications of Labor Security Public Service Business and Information Technology System". Through this project, the relevant standards of labor security public service were gradually improved, and the core business system of labor security public service business was mainly verified and promoted. Among them, the knowledge resource library support system is an important part.

System Scheme

The Department of Human Resources and Social Security constructs the 12333 Call Center Business System. It adopts the mode of centralized construction, centralized deployment, and decentralized answering and handling in various cities and counties to realize the multi-level linkage and coverage of 12333 business processing. The business processing platform mainly includes business diversion and business processing functions. Business diversion mainly includes functions such as pre-audit, audit, dispatch (circulation), completion approval, archiving, withdrawal, material addition, case association, supervision, reminder (time limit reminder), and return visit. Business processing includes functions such as pending matters, consultation, complaint handling, reporting handling, suggestion handling, supervision (reminder) handling, completion reply, and notification. The realization of the functions of the business processing platform is based on the workflow platform.
Knowledge Base System:
Based on the management experience and knowledge content of the 12333 Knowledge Base Platform of Shixun Dianke, combined with the local actual situation, the localization construction of the knowledge base is carried out.
Realize knowledge sharing and knowledge management.
Design of unlimited-level directories, flexible adjustment of directory positions;
Complete document maintenance process, and carry out document classification and storage;
Full-text retrieval, self-developed search engine, realizing high-quality data search at the second level;
Document hot links, which can associate documents with multiple policies and regulations;
Document editing and browsing support multiple browsing forms such as word, text, pdf, swf, html, etc.;
Realize original text reproduction and multi-point linking;
Provide various forms of hot topic rankings;
Combine with multimedia, support online sending of text messages and emails;

Statistical Analysis System:

Through technical means, the business capabilities such as the workload, service attitude, skill level, and work efficiency of the business staff can be examined; through means such as real-time monitoring and recording supervision, every detail of the business handling by the business staff can be spot-checked, providing technical support for monitoring the level of consultation services.
The statistical analysis module conducts statistics on various business situations and operation situations of the service hotline system, generates daily reports, monthly reports, and annual reports, and can be presented in multiple forms. The system must set permissions so that different users can query, browse, and print the business reports they have permission to access, and provide graphic and report outputs of the statistical results.
The statistical module can provide data statistical reports in various forms and styles, including reports on call volume, service quality, and seat work situation, etc. Statistical methods include time period (from a certain date to a certain date) statistics, daily (every day) statistics, weekly statistics, monthly statistics, quarterly statistics, and annual (a certain year) statistics.
Support provincial, municipal, and county-level secondary statistics, and support multi-level permission management.

Multi-channel Access:

Access through multiple channels such as client APP, WeChat platform, Weibo, text messages, HS, and web pages of the portal website, so that the call center truly transforms from a telephone customer service center to a customer service center (Customer Care Center).
Automatic Voice Interaction Query:
Query social security-related data in real time;
Intelligently judge the type of customer, filter blacklists;
Combine with TTS to realize text-to-voice conversion;
Scientifically announce the queue number in telephone queuing;
Desktop recording to improve work efficiency;
Real-time recording as an assessment basis and training materials;

Social Security Information Query:

Comprehensively and timely query the social security information of visitors;
Social security information such as personal, unit, medical, maternity, pension, unemployment, and work-related injury is synchronized with the database of the Social Security Bureau in real time;
The information is confirmed by the visitor through IVR to ensure information security;
CTI Platform:

Specially customized for smart government affairs, adopting a multi-level and multi-module architecture design, organically combining softswitch technology, multimedia technology, and computer network technology. Multi-functional processing of softphones (answering, holding, transferring, conferencing, hanging up, outbound calling, etc.); automatic identification of VIP numbers; secondary transfer of telephone calls to handling departments or other cooperating units; desktop recording to improve work efficiency; real-time recording as an assessment basis and training materials;