C Telecommunications Company Call Center Management The Status Quo And Countermeasures

Along with the development and widely used of Internet and information technique,human society has already entered E-business times from work economy times. In thistime, the process of economy integrate all the global never been kept back and the markcontest envirments between corporations are very hardly.As an system information server, all telecome corporations work hard and try tofind a new customers service model and the relatively mark sale mode to satisfy theneeds of the customers service, which can catch much more new customers, continue topromote the sense of satisfaction and loyalty, hold the portfolio's increase and enlargethe mark scale.In these background, the telecom call center was built and had a great developmentlike a raging fire, be like bamboo shoots after a spring rain too. Now, telecom callcenters had already have an advangtage in telecome service and mark filed after manyyears practice, the important place wasn't to be instead.First, this paper introduced the telecom call center from definition, phylogeny,duty and management on the case of C telecom call center. Then, paper researched Ctelecom call center's actuality management problems. On the base of above, paperanalysed C telecom call center's management strategy, which was divided into four part:PartⅠintroduced the telecom call center's development and the background.PartⅡintroduced Chengdu telecom call center's background.PartⅢintroduced the management problems of Chengdu telecom call center.PartⅣintroduced the strategy and the application to the call center'smanagement problems.The conclusion points out several measures of how to strengthen the benefitmanagement of telecom call center. In this paper, according to the different managementmethods and information developments among corporations, we also analyze theestablishment processes of call center and its effectiveness in corporation managementin itself.