The Research About The Strategy Of Call Center Constructing And Operating

With business-to-customer service increasing degree of attention, the call center has become an important service for client-oriented enterprises, the call center is the key element of service profit chain enterprises, the identity is to lower operating costs and higher efficiency of the channels to create value for customers. Its operational management must be customer-focused, innovative, seize customer management objectives. The significance of call center is create more and more customer value, focus on custermers, keeping innovation. This paper from the main domestic carriers call center development and implementation of the plan, and from call center infrastructure, and to realize how the concept of CRM, how to make "customer-centric" core idea , as discussed from the call center building purposes, business content distribution, workflow development. Call center management, the allocation of staff and personnel training, the building of several major organizational structure to the area on ways and means to achieve a "people-oriented, customer-focused" the fundamental principle of how the call center through the building, realize CRM Idea to provide operator services era of competition in the core competitiveness, the final call center building should be drawn around the "customer-centric", customer-oriented philosophy, depth of the potential demand for mining customers using customer-oriented marketing strategy, and establish a customer-oriented operating system and call center service system is a long-term development goals.