Research On Project & Multi-Project Management In Outsourcing CallCenter

In the past, Call center was the cost center to provide after-sales service and customer contact support functions. With the development of customer relationship management theory and its practice in corporate operations management, call center operations connotation has been continually enriched and gradually changing to a profit center. At the mean time, under the condition of the constant advancement in the process of economic globalization, enterprises are facing increasingly fierce competition, so they have to focus on their core business and outsource their non-core business, and then it led to the outsourcing call center in customer services area. Through various outsourcing modes, including holding the customer hotlines and telephone sales, Outsourcing Call Center reduces the customer service costs and increases the sales revenue for their customers. Outsourcing Call Center is a kind of typical porjectized companies, which often operate in multi-project operations coexist. Project management theory has gone through years of development. In recent years people focus on the research of programme management and portfolio management under the conditions of multi projects. In this text, based on real case, the author explores and summeries the characteristics of operation in the practice of project management application. Under individual project management, the autor discuses these key issues in call center operation -- human resources management, cost control, quality management and communication management; under the condition of multiple projects, the author exploeres the programme management which focus on resourse allocation and collision resolution, more over, studies how to use the portfolio management to estimate and choose projects with strategic goals of organization. Finally, the author expounds on how to establish a project management system.