| With the completion of telecom recombination and developing of the 3G, significant changes are brought about to the telecommunications industry. Therefore it is necessary for the three major operators to adjust the original competitive strategy on the grounds of the new advantages and the new environment of competition. In order to stand out in the violent competition the New Unicom not only can have destructive innovation and refigure the corporate culture, internal processes and brand image but need to seek new marketing channels. Carrying out online marketing in the call center is an important development strategy, which will enrich the function of the call center.The thesis dwells on the management methods and strategies of online marketing in the call center at the basis of the theory of psychology and the customer relation management and the combinatory analysis.Firstly it expounds the background and the significance of online marketing in the call center.Secondly, it elaborates the operation management, design of the online marketing strategy and human resources management in the call center. It concludes that the flow management, the knowledge base management, the skills management, the worksite management, the quality assurance, the report management, management of personnel transfer and shift will ensure the management of the online marketing in the call center. And the schemes involve the design and classification of the marketing strategy, the design and implementation of the marketing scripts, and the online marketing training. The key point is to establish a professional service team with unified quality, standardized and flexible service, and active manner through human resources management. The selection, training and employment of qualified personnel is the security of the marketing job.Finally it states the current situation and prospects of the online marketing. And it stresses the feasibility and necessity of carrying out online marketing for the call center. |
PDF Full Text Request