TZ通信公司呼叫中心管理研究

发布时间：2018-06-04 23:49

本文选题：呼叫中心 + 电话营销　；参考：《南昌大学》2014年硕士论文

【摘要】：中国通信行业在这二十多年的快速发展，人们的生活产生了翻天覆地的变化。随着中国经济的快速发展和生活水平的提高，手机、电话、网络已经进入千家万户，庞大的用户群带动了通信行业的新附加值产业，呼叫中心随之孕育而生。通信行业的发展带给我们生活快捷、便利，人们的生活节奏加快，越来越多的用户开始接受呼叫中心电话营销的方式。呼叫中心在快速发展后，市场出现的呼叫中心企业良莠不齐，鱼龙混杂。TZ通信公司呼叫中心在激烈市场环境中，，如何找到自身企业的不足，提升企业在行业中的竞争力，是目前急需解决的问题。本文针对TZ通信公司的呼叫中心管理现状进行研究，发现管理存在的问题，尤其是运营管理、现场管理方面的问题，提出改良的方案。本文从该企业的现场管理、运营管理作为研究主线进行研究，提出优化管理的对策，弥补自身的短板和不足。积极开拓创新，营造科学、高效的管理模式。深度挖掘市场，精细化数据分析，达到规范性管理的要求，形成企业竞争力，从而提升该企业的综合管理能力。
[Abstract]:With the rapid development of communication industry in China for more than 20 years, people's lives have changed dramatically. With the rapid development of Chinese economy and the improvement of living standard, mobile phone, telephone and network have entered thousands of households. With the development of communication industry, our life is fast and convenient, people's life rhythm is quickening, more and more users begin to accept the way of call center telephone marketing. After the rapid development of call center, the good and bad of call center enterprises appear in the market. In the fierce market environment, the call center of TZ communication company, how to find the deficiency of its own enterprise and enhance the competitiveness of the enterprise in the industry, It is a problem that needs to be solved urgently. In this paper, the current situation of call center management in TZ communication company is studied, and the problems in management, especially in operation management and field management, are found out, and an improved scheme is put forward. This paper studies the field management and operation management of the enterprise as the main line of study, and puts forward the countermeasures of optimizing management to make up for its shortcomings and shortcomings. Actively explore and innovate, create a scientific, efficient management model. Deep mining the market, fine data analysis, to meet the requirements of normative management, to form the competitiveness of the enterprise, so as to enhance the enterprise's comprehensive management ability.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F632.3

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