The Risk Identify And Response Study Of Callcenter Outsourcing Project

With the national economic level rising, pure product or technology can no longer meet the needs of multi-level clients, because the requirements of people to the content and level of service gradually raise,So, economic times with a sign of service slowly started. Services have been moving in, socialization, specialization, and subdivision. Call center produces after people's demand for services extended to a certain degree. Callcenter is no longer a simple message passive service provider, but to be a tool for enterprises that provide "Integrated Marketing Services"! Today more and more enterprises have recognized the significant role of the call center, and the call center industry has also welcomed a booming time. The call center due to a higher degree of professionalism, so many companies will be more inclined to call center outsourcing.In this paper, based on the characteristics of the call center, according to the theory of project management, a comprehensive analysis of the call center business process outsourcing in the existence of internal and external risk factors, identifying the risk from the choice of supplier, customer information leakage, loss of customers, business planning, cultural differences , the organization processes, quality control, at the same time bring up methods and measures to deal with the risks ,and discuss the future direction of development and related content on the system.