The Study Of Management Model Of Japanese Call Center—a Case Study Of Nuesoft Company

With the development of China's economy, Customer Service Center as a new industry is experiencing a rocketing development in recent years. Under such environment, there are many Japanese Call Centers (JCC) were established in China. On the basis of previous research, the thesis analyzes and researches regarding management model of JCC and finds out problems. The thesis provides reference to all future and established JCC by doing classification and research of all problems and finds a more reasonable, effective, and completed improvement program for management model.Firstly, in order to give a better understanding of the theoretical basis of JCC and what it brings to the whole industry to readers, the thesis gives a detailed description of service outsourcing, business process outsourcing, and CRM (Customer Relationship Management) theory.Secondly, the thesis analyzes outsourcing business and problems in JCC section of Neusoft. Through a large amount of data query and6years of working experience in this field, the author sorts out three problems in management model, that is, problems in cultural management model, quality management model, and CRM model respectively.Finally, the author put forward improvement programs for the above-mentioned problems by identifying and solving problem during practical work. To solve problems in cultural management model, pre-job and in-job training should be provided to new and current staff. To solve problems in quality management model, quality inspection and performance management model should be improved. To solve problems in CRM model, staff care and staff loyalty management model should be taken to make sure that staff always keeps enthusiasm and high efficiency for their work. Finally to achieve a win-win situation and make Neusoft an ideal partner for all customers.Through above research, the thesis not only provides a useful reference to Neusoft but also other companies in this field and enables them to have abilities to provide excellent outsourcing services to more foreign-funded enterprises.