呼叫中心运营模式对比与选择

发布时间：2018-01-03 15:20

本文关键词：呼叫中心运营模式对比与选择　出处：《对外经济贸易大学》2015年硕士论文　论文类型：学位论文

【摘要】：进入二十一世纪可以真切地感受到与客户相关的现代产业的飞速发展,人类的经济活动已完全由生产主导到需求主导,并开始进入真正以客户为中心的时代。呼叫中心最初只是作为一个“通讯增值业务”出现在计算机和现代通讯的集成应用领域,而现在它已成为企业客户互动的核心载体和主要渠道。呼叫中心已被各行业广泛应用,社会认可度不断上升,社会依赖性越来越强,尤其是其创造的社会价值和经济价值已越来越引人注目。呼叫中心的类型也随着它价值的发挥变得越来越丰富多样,从服务型呼叫中心到营销型呼叫中心,从便民服务型呼叫中心到外包型服务呼叫中心,越来越多的类型显示着呼叫中心自身定位越发丰富与广泛。随着产业的蓬勃发展,产业内的交流大会、专业网站、杂志等媒介带来了更加专业化的交流与沟通,行业评选、行业认证等工作使呼叫中心的软硬件技术体系化、可操作化,可推广化。随着行业的发展,呼叫中心运营模式也越来越多样化,自建自营、托管型、场地外包、管理外包、人员输出,随着终端客户市场的变化,未来呼叫中心的运营模式可能还会更加细化多样,哪种模式能快速满足客户需求,哪种模式更省钱,哪种模式服务效果更好、哪种模式运营效率更高,哪种模式最适合,各种模式在运营中又要注意哪些问题?都是企业寻求自身发展的过程中所需要判断和注意的。本文通过对多家外包服务公司及具备大型呼叫中心的企业的实际调研,以及行业类的数据分析,对呼叫中心运营模式进行深入浅出的分析比较,可以帮助企业清楚了解呼叫中心不同运营模式的概念、特点、优劣势以及一些案例分享,从而结合企业自身特点与发展需求更加合适地对呼叫中心进行运用定位以及运营模式的选择。
[Abstract]:In 21th century, we can truly feel the rapid development of modern industries related to customers, and human economic activities have been completely dominated by production to demand. And began to enter a truly customer-centric era. Call center initially only as a "communication value-added services" in the computer and modern communications integrated applications. Now it has become the core carrier and main channel of enterprise customer interaction. Call center has been widely used in various industries, social recognition has been rising, social dependence is becoming stronger and stronger. Especially, the social value and economic value created by the call center have become more and more attractive, and the types of call center have become more and more diverse with the development of its value, from service call center to marketing call center. From the convenience service call center to the outsourcing service call center, more and more types show that the call center itself is more and more abundant and extensive. With the rapid development of industry, the exchange conference within the industry. Professional websites, magazines and other media have brought more professional communication and communication, industry selection, industry certification and other work to make the call center software and hardware technology system, operable, popularized. With the development of the industry. Call center operation mode is becoming more and more diversified, self-built, hosted, site outsourcing, management outsourcing, personnel output, with the end customer market changes. The future call center operation mode may also be more detailed and diverse, which mode can meet customer needs quickly, which mode is more economical, which mode service effect is better, which mode operation efficiency is higher. Which model is the most suitable and what problems should be noticed in the operation of the various models? It is necessary to judge and pay attention to the process of enterprises seeking for their own development. This paper through a number of outsourcing service companies and enterprises with large call center of the actual investigation, as well as industry data analysis. The analysis and comparison of call center operation mode can help enterprises to understand clearly the concept, characteristics, advantages and disadvantages of call center operation mode and some case sharing. Therefore, combined with the characteristics and development needs of the enterprise, it is more appropriate to use the location of call center and the choice of operation mode.
【学位授予单位】：对外经济贸易大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F272.92;F626

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