A公司呼叫中心新客户服务专区系统构建及运营研究

发布时间：2018-04-17 23:12

本文选题：呼叫中心 + 运营　；参考：《广东工业大学》2013年硕士论文

【摘要】：随着社会经济的不断进步,人们对商品已经不仅满足于质量过关可以使用的这一最基础的特性,更多的是强调对高质量的售后或售前服务的要求。消费者需要通过各种渠道与商品厂商或服务提供商进行沟通,获得良好的客户关怀体验。企业为了提升形象改进产品和促进二次销售,也希望客户建立良好的互动关系,倾听顾客的声音,获得成长和进步的方向,呼叫中心作为直面消费者的窗口,具足轻重的地位。现在的呼叫中心普遍存在效率较低,运营规范和质量监控欠缺合理性,与目标存在着较大差距,如何打造标准化的运作方式,减少差异,是本文要研究的主要问题。作为一个系统工程，，呼叫中心不仅仅是拨出和接听电话那么简单,为达到企业的期望和提升客户的满意度,呼叫中心必须通过各种方式达成各项KPI目标。招聘、培训、预测、排班都需要进行系统的规划和考量。此外,如何划分和应对突发事件,如何进行质检工作,都是很值得进行研究和探讨的内容。本文结合了人力资源管理和客户关系管理的相关理论,结合现代呼叫中心管理的研究基础,从分析国内呼叫中心的现状入手,采用案例分析的方法,以A公司新客户服务专区为背景,从系统构建、人力资源管理、运营管理和服务质量监控四个方面进行探讨,详细论述了客户关系管理系统和新客户服务专区IVR流程的应用。结合KASH理论,从人员招聘和培训两个纬度剖析呼叫中心的人力资源管理。通过现实模拟,研究了呼叫中心的运营管理、话务应急机制、质量评核标准和工作流程,提出了一套呼叫中心从构建到运营的建议和实施方案,具备较强的实用价值。
[Abstract]:With the development of social economy, people are not only satisfied with the most basic characteristic of quality clearance, but also emphasize the requirement of high quality after-sale or pre-sale service.Consumers need to communicate with commodity manufacturers or service providers through various channels to gain a good customer care experience.In order to improve the image of products and promote secondary sales, enterprises also hope that customers establish a good interactive relationship, listen to the voice of customers, get the direction of growth and progress, call center as a window to face consumers, with a strong position.Now call center generally has low efficiency, operation standard and quality control is not reasonable, and there is a big gap with the target. How to build standardized operation mode and reduce the difference is the main problem to be studied in this paper.As a system engineering, call center is not only to dial and answer calls, in order to meet the expectations of enterprises and enhance customer satisfaction, call centers must achieve various KPI objectives in various ways.Recruitment, training, forecasting and scheduling all require systematic planning and consideration.In addition, how to divide and deal with emergencies and how to carry out quality inspection are worthy of study and discussion.This paper combines the relevant theories of human resource management and customer relationship management, combining with the research foundation of modern call center management, starting with the analysis of the current situation of domestic call center, adopting the method of case analysis.Taking the new customer service area of company A as the background, this paper discusses the application of the customer relationship management system and the IVR process of the new customer service area from four aspects: system construction, human resource management, operation management and service quality monitoring.Combined with KASH theory, the human resource management of call center is analyzed from two aspects of personnel recruitment and training.Through the practical simulation, the paper studies the operation management of call center, the emergency mechanism of call center, the quality evaluation standard and the work flow, and puts forward a set of suggestion and implementation plan from construction to operation of call center, which has strong practical value.
【学位授予单位】：广东工业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F626

【参考文献】