Z公司技术支持呼叫中心服务运营管理优化研究

发布时间：2018-05-24 23:14

本文选题：呼叫中心 + 服务运营管理　；参考：《电子科技大学》2013年硕士论文

【摘要】：全球电信市场的竞争越来越激烈，电信设备制造商们向客户提供的各种设备的价格在不断的下降，并且获得的利润也在减少。设备制造商们为了获得生存空间和扩大发展，只能寻求创新，在售后服务的内容和品牌方面提供新的手段，以此来提高客户满意度，稳固现有的市场同时扩大新兴市场的份额。企业形象、公司的营销理念、技术实力和品牌效应都可以在给客户提供的服务上得到体现，而且客户服务越来越具有市场的特征，将使企业获得一个良性竞争的优势，结果使客户得到更多的利益。近年来电信运营商的运营规模和产业规模发展非常的迅速，运营商提供给普通消费者的产品所包含的服务量越来越大，因此就反过来要求制造商们提供的服务效率更高。同时运营商的服务需求也在不断的变化，各个方面的需求也向更高的层次迈进。因此运营商也改变了寻求技术支撑的传统方式，他们需要更多更通畅的服务，因此属于客户服务的呼叫中心顺应客户需求发展非常迅速本论文结合服务运营管理的理论基础，根据呼叫中心服务运营管理的原则和衡量呼叫中心服务运营管理度量标准，从呼叫中心管理的实际问题出发，对呼叫中心的服务运营管理现状进行了系统描述，，对影响呼叫中心服务运营的关键指标做了统计和分析，找到了影响呼叫中心服务运营管理的几个关键因素，并针对性的提出呼叫中心的服务运营管理优化策略和措施并进行效果评估，并得出相应的研究结论。
[Abstract]:Competition in the global telecommunications market is becoming increasingly fierce, with the prices of various devices offered to customers by telecom equipment manufacturers falling and the profits being reduced. In order to gain the living space and expand the development, the equipment manufacturers can only seek innovation and provide new means in the content and brand of after-sales service, so as to improve customer satisfaction, stabilize the existing market and expand the share of emerging market. Corporate image, marketing concept, technical strength and brand effect can all be reflected in the service provided to customers. Moreover, customer service has more and more characteristics of the market, which will enable the enterprise to obtain a healthy competitive advantage. The result is more benefit for the customer. In recent years, the operation scale and industrial scale of telecom operators have developed very rapidly. The products provided by operators to ordinary consumers contain more and more services, which in turn require manufacturers to provide more efficient services. At the same time, the service demand of operators is also constantly changing, all aspects of the demand is also moving to a higher level. As a result, operators have also changed the traditional way of seeking technical support. They need more and more smooth services, so call centers that belong to customer service develop very quickly to meet customer needs. This paper combines the theory foundation of service operation management, according to the principle of call center service operation management and the measure standard of call center service operation management, starts from the actual problem of call center management. This paper systematically describes the current situation of service operation and management of call center, makes statistics and analysis on the key indexes that affect the service operation of call center, and finds out several key factors that affect the operation and management of call center service. Finally, the optimization strategy and measures of call center service operation management are put forward and the results are evaluated, and the corresponding research conclusions are obtained.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F626

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