中国银联客户服务中心运营效率提升策略研究

发布时间：2018-06-21 18:05

本文选题：呼叫中心 + 客户服务中心　；参考：《电子科技大学》2014年硕士论文

【摘要】：绝大多数的呼叫中心,追求的目标都是服务效率的提升和优质的服务品质。在呼叫中心面临运营资源相对有限的困境时,通过制定一系列优化措施,提升运营效率和服务水平,以期提升客户体验,维护公司品牌形象。而对于呼叫中心从业者,特别是承担管理职责的管理者来说,重要的是通过合理的策略,确保服务水平能超越期望值,不断提升运营效率。本论文主要从中国银联客户服务中心面临的实际困难入手,利用最优化理论、时间序列等方法,通过具体实践,重点研究在业务快速发展,话量加速增长时期,中国银联客户服务中心如何在运营资源相对有限的情况下,运用优化方法,持续提升客户服务中心的运营效率。本论文首先阐述了目前我国金融业呼叫中心的发展情况,并具体介绍了中国银联客户服务中心面临的实际问题,及提升运营效率对公司的重大意义。随后,笔者对中国银联客户服务中心服务内容、座席资源、人员配置、服务流程、服务渠道等方面存在的问题进行了深入分析。从合理配置座席资源、提高员工产能、缩短通话均长和分流话量等四个层面出发,探索提升运营效率的优化措施,实现服务水平的稳步提升。其中,针对座席资源缺乏的问题,采取合理规划、适当增席、加快分中心建设的办法;针对提高员工产能问题,通过精确排班和引入计件考核进行改善;针对缩短通话均长的问题,通过服务流程的优化来实现;针对分流话量的问题,通过开发建立多种服务渠道来解决。同时,中国银联客户服务中心还制定了突发事件应急预案,能更高效地处理突发事件,大幅降低其对服务水平的影响。最后,本论文通过分析中国银联客户服务中心运营效率提升策略的实施效果,发现以上的一系列优化措施可以帮助提升服务水平,实现运营效率的提升。文中所涉及的优化办法,能够供相关行业客户服务中心在解决同类问题时作为参考。
[Abstract]:Most call centers pursue the goal of improving service efficiency and quality of service. When the call center is facing the dilemma of limited operation resources, it makes a series of optimization measures to improve the operation efficiency and service level in order to enhance the customer experience and maintain the brand image of the company. For the call center practitioners, especially the managers who are responsible for management, it is important to ensure that the service level can exceed the expected value and improve the operation efficiency through reasonable strategy. This paper mainly starts with the practical difficulties faced by China UnionPay customer Service Center, uses optimization theory, time series and other methods, through specific practice, focuses on the period of rapid business development and rapid growth of telephone volume. How to improve the operation efficiency of China UnionPay customer Service Center under the condition of limited operation resources and optimization method. This paper first describes the development of the call center in China's financial industry, and introduces the practical problems faced by China UnionPay customer Service Center, and the significance of improving the operational efficiency to the company. Then, the author deeply analyzes the problems in the aspects of service content, seat resources, staffing, service flow and service channel of China UnionPay customer Service Center. From the four aspects of rational allocation of seat resources, improving staff capacity, shortening the average length of calls and shunting calls, the paper explores the optimization measures to improve the operation efficiency and realize the steady improvement of service level. Aiming at the problem of lack of seat resources, we should adopt reasonable planning, appropriate increase of seats, accelerate the construction of sub-center, and improve on the problem of improving the productivity of employees by precise scheduling and introducing part by piece assessment. Aiming at the problem of shortening the average length of calls, the optimization of service flow is adopted, and the problem of streaming calls is solved by developing and establishing a variety of service channels. At the same time, the China UnionPay customer Service Center has also formulated emergency contingency plans, which can deal with emergencies more efficiently and reduce their impact on service level significantly. Finally, through the analysis of the implementation effect of the operational efficiency promotion strategy of China UnionPay customer Service Center, it is found that the above series of optimization measures can help to improve the service level and achieve the operational efficiency. The optimization method involved in this paper can be used as a reference for customer service centers in related industries to solve similar problems.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.33

【相似文献】