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A Study On The Customer Satisfaction Degree Of The Call Center

Posted on:2005-03-16Degree:MasterType:Thesis
Country:ChinaCandidate:Y Z CaoFull Text:PDF
GTID:2156360152468621Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
The competition of modern enterprises changes from the competition of quality and price to the competition of service level.Hence,more and more enterprises increasingly recognize customers are the most valuable resouses.Improving customer satisfaction and loyalty become their long-term development strategy.With the development of the Internet ,the beginning of the e-business and the use of the computer telephony integration,call center,as a new sevice model,emerges as the time requires.As the gateway to the customers,how to improve customer satisfaction index is a problem that every call center manager should face to.Customer satisfaction index is a new economic index that many countries are researching now.If the index can be applied to the call center management,call center will become a profitable call center , customer satisfaction will be improved indeed.The object of the paper is to improve the sevice level of the call center. Considering the factors that affect customer satisfaction and the speciality of the call center,a set of evaluation indicators system is desigened in the paper.And then,the paper brings to bear quantitative analysis and analyzes these indicators. At last,depending on the evaluation indicators,the paper puts forward some measures.Through the evaluation indicators system and the measures:(1)It pushs the management ideology of customer satisfaction into practice;(2)It promotes to change the service process and boost customers to recommend the service to others;(3)The quantitative indicators and the mending measures can help the call center management in practice.
Keywords/Search Tags:call center, customer expectation, customer satisfaction index, evaluation indicators system, set pair analysis
PDF Full Text Request
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