JSDXYZ呼叫中心客户满意度提升策略研究

发布时间：2018-06-10 00:03

本文选题：呼叫中心 + 客户满意度　；参考：《广西师范大学》2017年硕士论文

【摘要】：虽然目前已经进入移动互联网时代,手机APP应用层出不穷,提供了很多方便快捷的自助手段,然而,作为最早出现的电子服务方式——电话服务依然是目前呼叫中心服务的主流形式,并且在互联网经济浪潮下得到快速的发展,多数企业已经将呼叫中心作为企业的重要组成部分,成为大部分企业服务客户的核心。因此,“如何提升呼叫中心的服务”是所有呼叫中心运营人员值得探讨的课题。客户满意度是衡量呼叫中心服务水平的一项重要指标,本文尝试通过一系列研究来探讨影响JSDXYZ呼叫中心客户满意度提升的主要因素,并提出一些提升策略,希望这些研究思路能为从事呼叫中心运营的同行们提供一些借鉴,同时希望本文所提出的一些提升策略能够为其它呼叫中心提供一些参考。在开展本文课题研究之前,本人搜集了国内外大量关于呼叫中心发展和客户满意度综合运用研究方面的文章,并在文中进行了简要综述。主要涵盖了一些有关的概念和理论:呼叫中心的服务特性、客户满意度的概念、员工满意如何影响客户满意。同时也查阅了一些国际标准并进行相关研究探讨,涉及到呼叫中心运营的相关国际标准主要有三个:COPC-2000、4PS国际联络中心、CC-CMM。此外,还学习探讨一些研究客户满意度的相关模型,本文主要运用了 ACSI模型和5GAP模型。为了更好写好本篇论文,学习和掌握部分数据分析方法和工具显得十分必要,在MBA商务统计学习的基础上,辅助大量的文献阅读,逐步确定本文的分析方法采用相关系数分析、多元线性回归分析、影响权重分析、二维象限分析共计四种方法对数据进行处理。通过运用数据统计相关性分析,利用呼叫中心广泛采用的各种日常运营指标,分析它们与客户满意度的相关性,计算出它们与客户满意度的相关系数,并找出绝对值较大的指标项,重点优化改进,进而可以提升客户满意度。通过运用多元线性回归分析,研究各种运营指标对客户满意度的解释情况,找出对客户满意度有显著性影响的指标,作为改进的重点。通过运用层次分析法,分析各个运营指标影响客户满意度的权重。最后通过二维象限分析法,使用呼叫中心客户满意度与各种运营因素的相关系数和影响权重数据,制作影响客户满意度的主要因素分析模型,从而形象展示出呼叫中心的各种运营指标与客户满意度之间的关系,分析出影响客户满意度的驱动因素,并构建了提升JSDXYZ呼叫中心客户满意度的驱动模型,在此基础上,结合工作实践探讨了一些提升JSDXYZ呼叫中心客户满意度的相关策略。本文是在MBA学习实践的基础上,通过掌握的工具、理论和方法,结合自己的工作实际撰写完成的。文中结合JSDXYZ呼叫中心的运营实际对“呼叫中心如何提升客户满意度”进行深入思考和探讨,希望能对研究呼叫中心客户满意度的驱动模型和提升策略方面有所贡献。
[Abstract]:Although the mobile Internet has entered the era, mobile phone app applications emerge in endlessly, providing a lot of convenient and quick self-help means, however, As the earliest electronic service mode, telephone service is still the mainstream form of call center service, and has been developed rapidly under the tide of Internet economy. Most enterprises have regarded call center as an important part of enterprises and become the core of most enterprises serving customers. Therefore, "how to improve the service of call center" is a worthy topic for all call center operators. Customer satisfaction is an important index to measure the service level of call center. This paper attempts to explore the main factors that affect the improvement of customer satisfaction of JSDXYZ call center through a series of studies, and puts forward some promotion strategies. It is hoped that these research ideas can provide some references for the peers engaged in the operation of call centers, and that some of the promotion strategies proposed in this paper can provide some references for other call centers. Before carrying out the research of this paper, I collected a large number of domestic and foreign articles on the comprehensive application of call center development and customer satisfaction, and made a brief review in this paper. It mainly covers some related concepts and theories: the service characteristics of call center, the concept of customer satisfaction, and how employee satisfaction affects customer satisfaction. At the same time, we also refer to some international standards and carry on relevant research and discussion. There are three international standards related to the operation of call center: three: COPC-2000and 4PS international contact center CC-CMM. In addition, we also study some relevant models of customer satisfaction. ACSI model and 5 gap model are mainly used in this paper. In order to better write this paper, it is very necessary to study and master some data analysis methods and tools. On the basis of MBA business statistics study, it is necessary to assist a lot of literature reading, and gradually determine that the analysis method of this paper adopts correlation coefficient analysis. Multivariate linear regression analysis, influence weight analysis and two-dimensional quadrant analysis are four methods for data processing. By using the statistical correlation analysis of data, using various daily operation indexes widely used in call center, the correlation between them and customer satisfaction is analyzed, and the correlation coefficient between them and customer satisfaction is calculated. And find out the large absolute value of the index, focus on optimization and improvement, and then improve customer satisfaction. By using multiple linear regression analysis, this paper studies the interpretation of various operation indexes on customer satisfaction, and finds out the indicators that have significant influence on customer satisfaction, which is the key point of improvement. Through the use of analytic hierarchy process, analysis of the weight of each operation index affecting customer satisfaction. Finally, through two-dimensional quadrant analysis, using the call center customer satisfaction and various operational factors of the correlation coefficient and influence weight data, make the main factors of customer satisfaction analysis model. Thus, the relationship between various operation indexes of call center and customer satisfaction is shown, the driving factors influencing customer satisfaction are analyzed, and a driving model to enhance customer satisfaction of JSDXYZ call center is constructed. This paper discusses some related strategies to improve customer satisfaction of JSDXYZ call center. This paper is based on the MBA learning practice, through the tools, theories and methods, combined with their own work to complete the actual writing. Combined with the actual operation of JSDXYZ call center, this paper makes a deep thinking and discussion on how to improve customer satisfaction in call center, hoping to contribute to the study of driving model and promotion strategy of customer satisfaction in call center.
【学位授予单位】：广西师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F626

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