| After China's joining into WTO, the dominancy of Telecom Industry with rigorous administration has been gradually broken. With the fierce market competition, China Telecom operators are experiencing great changes in 3 aspects, namely Strategic positioning, Product service and Competition Focus transition, with which each operator would pay more attention on its branding construction and its service quality promotion. Under such background and circumstances, Sichuan Telecom started to integrate its original special service numbers and build up a brand new No. 10000 Call Center. This article mostly expatiate the Construction & Operation Management of Sichuan Telecom No. 10000 Call Center. The first part starts with the concept & genesis of Call Center, the basis & matrix of Customer Service Center, introducing the technical proposal and development status, expatiating the construction target, principle & project of Sichuan Telecom No. 10000 Call Center. The emphases elaborate the Project Management in the Call Center engineering application. The second part stress on the Operation Management of Sichuan Telecom No. 10000 Call Center. In this part, we first introduce the service types, service modes & workflow; Second, we describe the standard criteria on the service quality and measurement; Third, we stress on the Organization Structure of the Call Center, Job Description, Human Resource Management, Leadership, Organization Culture, Team Building, Prompting, raise our management proposals on the Recruiting, training, performance management and career development of the operators. In the end, we make an analysis on the operation status and problems we found upon completion of the Call Center construction and worked out relevant solutions to solve these problems. Meanwhile, we set our new development objectives and the targets for Sichuan Telecom No. 10000 Call Center. That is from "Service Center"to "Business Center"and further development and evolvement of the "Profit Center".
|
PDF Full Text Request