C公司呼叫中心服务管理改进研究

发布时间：2018-03-31 17:47

本文选题：呼叫中心　切入点：客户关系　出处：《东华大学》2017年硕士论文

【摘要】：呼叫中心通常被称作为客户服务中心,是一种充分利用现代通讯渠道、网络的多项功能集成,并与企业连为一体的一个完整的综合信息服务系统,其涉及有交换机技术、数据仓库技术和管理科学诸多方面内容,旨在为客户提供高质量、高效率、全方位的服务。当代的呼叫中心基本根据服务管理模式的不同基本有两大分类,一个是成本中心型的呼叫中心,另外一个是利润驱动型的利润中心。成本中心型的呼叫中心是指企业在对呼叫中心的初期投入以后将其服务管理模式一直定义为基于服务的,而利润驱动型的呼叫中心则是在呼叫中心的投入使用后参与到市场营销的工作中去,以营销盈利为基础的服务管理模式。本文针对传统的呼叫中心的服务管理模式仅停留于呼入服务的,无法更积极的迎合市场需求变成本中心为盈利中心的情况。以CRM的理念为主导,通过管理学的理论和手段,采取合理的服务管理模式将C公司现有的呼叫中心的服务管理模式改变,使其可以从成本中心型的呼叫中心更好的为市场营销服务,向基于利润驱动型的呼叫中心进行转变。提出了基于利润驱动型呼叫中心的服务管理改进方案,强调了如何通过合理的服务质量管理、项目管理、方案优化等方式赋予呼叫中心新的服务管理特色和特点。本文详细介绍了两种不同呼叫中心之间的各自特点和区别以及在服务管理模式改进时候所带来的问题和难点,并针对这些问题得出了一些有益的探索和实践。总之,该论文通过大量的理论知识和实践工作,设计出符合C公司自身特色的呼叫中心服务管理改进方案,使其更加的符合公司长期的CRM客户关系战略,并为整个呼叫中心的盈利模式带来了创新,有效的控制了成本和利润之间矛盾,通过投入后服务管理效果的比对,证明该改进方案确实有效。
[Abstract]:Call center is usually called customer service center. It is a kind of integrated information service system which makes full use of modern communication channels, integrates multiple functions of network, and connects with enterprises.Data Warehouse technology and management science are designed to provide customers with high quality, high efficiency and comprehensive service.There are two basic categories of call centers according to the different service management modes, one is the cost center call center, the other is the profit driven profit center.Cost-centered call center refers to the service management mode that an enterprise defines as service-based after its initial investment in a call center.The profit-driven call center is the service management mode based on the marketing profit after the call center is put into use.In this paper, the traditional service management mode of call center only stays in the inbound service, but it can not be more active to meet the needs of the market to become a profit center.Taking the idea of CRM as the leading factor and adopting the reasonable service management mode through the theory and means of management, the service management mode of C Company's existing call center is changed.It can change from the cost center call center to the profit driven call center.This paper presents a service management improvement scheme based on profit driven call center, and emphasizes how to give the call center new service management characteristics and characteristics through reasonable service quality management, project management, scheme optimization and so on.This paper introduces in detail the characteristics and differences between the two different call centers and the problems and difficulties brought about by the improvement of service management mode, and obtains some beneficial exploration and practice in view of these problems.In a word, through a lot of theoretical knowledge and practical work, this paper designs a call center service management improvement scheme that conforms to C Company's own characteristics, and makes it more in line with the company's long-term CRM customer relationship strategy.It brings innovation to the profit mode of the whole call center and effectively controls the contradiction between cost and profit. Through the comparison of the effect of service management after input, the improved scheme is proved to be effective.
【学位授予单位】：东华大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626;F274

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