河北省A商业银行呼叫中心现场管理研究

发布时间：2018-04-23 18:13

本文选题：呼叫中心 + 现场管理　；参考：《河北经贸大学》2017年硕士论文

【摘要】：随着互联网的迅速发展,呼叫中心行业规模不断扩大,产业呈蓬勃发展的趋势,业务综合程度也不断加强,客户对服务期望也不断提高,呼叫中心逐渐由单技能服务转型为多业务、综合技能的模式。为提升客户感受度,员工提供优质服务是前提保证,因此对银行业呼叫中心管理者的现场管理水平提出更高的要求,本文首先分析了河北A商业银行集约化运营管理后对现场要求的迫切性,介绍了商业银行呼叫中心现场管理的方法和工具,通过业务实例,以文字结合图表的方式提出了现场管理优化措施。通过规范现场管理,应对不断扩张的业务规模和大规模人员管理,有效提升客户服务体验。本文以“河北省A商业银行呼叫中心现场管理”为主题,重点研究在集约式呼叫中心模式下,深入企业实践并结合精益管理,剖析现场管理过程中存在的问题,探究出优化方法措施帮助企业解决痼疾。本文分析了A商业银行呼叫中心现场管理面临的主要问题,包括组织架构扁平化、席位资源有限、系统支持不到位等导致现场管理混乱,从而导致接听指标不稳定;其次,本文针对A商业银行呼叫中心现场管理现状,提出优化措施,实现现场管理精细化;最后,本论文对现场管理后续保证提出了构想,为现场管理面临的难题提供制度保障。本文提出了有利于我国商业银行呼叫中心现场管理发展的一些可行建议,优化了集约化呼叫中心现场管理措施,在提升呼叫中心行业服务质量,提高经营效益和降低经营成本等方面具有建设性意义和作用。
[Abstract]:With the rapid development of the Internet, the scale of the call center industry continues to expand, the industry shows a trend of vigorous development, the degree of business integration is also constantly strengthened, and the customer expectations for service are constantly rising. Call center gradually from single-skill service to multi-service, integrated skills model. In order to enhance customer perception, the quality of service provided by employees is the prerequisite. Therefore, higher requirements are put forward to the on-site management level of the banking call center managers. This paper first analyzes the urgency of the intensive operation management of Hebei A Commercial Bank, and introduces the methods and tools of the on-site management of the call Center of the Commercial Bank. The optimization measures of field management are put forward in the form of text and chart. Through standardizing the field management, to deal with the expanding business scale and large-scale personnel management, effectively improve the customer service experience. Based on the theme of "call center field management of Hebei A commercial bank", this paper focuses on the analysis of the problems existing in the field management process under the intensive call center mode, in the light of enterprise practice and lean management. Explore optimization methods and measures to help enterprises solve chronic diseases. This paper analyzes the main problems faced by the on-site management of call center in A commercial bank, including flat organizational structure, limited seat resources and inadequate system support, which lead to confusion of on-site management, which leads to unstable answering indicators. Aiming at the present situation of call center management in A commercial bank, this paper puts forward the optimization measures to realize the fine spot management. Finally, this paper puts forward the conception of the follow-up assurance of the field management, which provides the system guarantee for the difficult problem that the field management faces. This paper puts forward some feasible suggestions for the development of field management of call center in commercial banks of our country, optimizes the measures of field management of intensive call center, and improves the service quality of call center industry. It is of constructive significance and function to improve the operating efficiency and reduce the operating cost.
【学位授予单位】：河北经贸大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.33

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