The Research To Operation Management Of Outsourcing Call Center A Corporation

With the global economic integration and professional division of labor is increasingly sophisticated than before. The level of service requirements, based on cost and quality control demand, is becoming higher. The domestic market for call center needs gradually increased. More and more domestic companies have launched a call center services. Through the call center can provide continuity to the stability of customer service, which is the purpose of setting up call centers, but also on the call center operations management need be control by very strict. So far, most of domestic call center corporate have problem on operation management of their Call Center. The existence of these problems taken the following consequence,a customer relationship management difficulties, the decline in customer satisfaction, as well as call center staff turnover increased, and so on. Therefore, to strong the company' s operational management is the lifeblood of lie. And only through effective management, these companies can implement the service concept, enhance the level of the implementation of the staff , to enhance the combat effectiveness of the team, and improve working efficiency and reduce labour costs, so that we can compete with foreign enterprises. This is the article' s purpose. Company A was open nearly a year of outsourced call center. Its business mainly involves retail support services. According to the operation of one year, we use the theory of management to do research in Company A' s Key operation management. The research is based on below four parts, customer relationship management, business process management, communication personnel management, human resources management. And also this article was expect to provide a reference to domestic Call Center industry.