Research On Staff Scheduling In The Call Center Of Gansu Mobile

After completed the reorganization, communication operators marched into the 3G time. Competition in the telecommunications industry has changed dramatically, from disorderly price war, homogenization of product marketing into the development of high-quality customers and maintenance of existing customers. And they began to focus on the call center, which used to be considered a cost center and provided 24-hour online service for customers.In this paper, the author mainly studied the call center of china mobile Gansu subsidiary. With analyzing the issue of staff schedule and combining the theory and the practice, the author further analyzed and summarized the operational problems in call center of Gansu Mobile. Through learning the theory of the incentive compatibility and the service marketing and launching specific practice, the author found the solution, which changed the call center from a single service function to online marketing services. At the same time, with the characteristic of fast service and high-quality service, the call center has a unique advantage in improving customer satisfaction and loyalty for company. It was the inevitable trend for call center development to carry out online marketing.This paper consists of seven parts; the first chapter is the introduction and it introduced the research background, the present development situation of Gansu mobile call center, the functions, the organizational position, the relationship between different channels, and the structure of this paper. The second chapter introduced the research for the call volume forecasting. The author summarized the methods of predicting the call volume. And based on the reality of call volumes, she analyzed the staff requirements. In the third chapter, the author put forward some scheduling model for the call center of Gansu mobile and summarized the implementation. In the fourth chapter, the author analyzed the problems in the operation of the call center, and led up to the incentive compatibility theory and the service marketing theory. In chapter 5 and chapter 6, applying the above two theories, the author put forward the methods to improve the internal management, and carried out the concrete practice in the telephone marketing. Finally, the author summarized the conclusion and proposed the future researching direction..