Type Enterprise Self-built Call Center Quality Management Project Research

With the development of market economy，more and more enterprises willconsider improving quality of service as the main breakthrough point, meanwhilewhen they expand the market and innovate products. As the service window,Enterprise Self-founded Call Center is the bond between enterprise and customer.Therefore, call center regards guarantee and improving of quality service as thekernel of operation.This paper firstly summarizes theory and development of project managementand comparative analysis the difference, merits and drawbacks. Then on the base ofcall center quality management system, analysis the methods of project managementin the application of call center quality management from organization structuredesign and stakeholder. At last, according to PMBOK of PMI, divide the project intofive phase, which are Initiating, Planning, Executing，Controlling and Closing.Normatively analysis project operation, summarize main occupations, and take theproject “improvement the resolving ability of10086service” of ZheJiang MobileCall Center as an example to do the positive analysis.The paper indicates that the Call Center can improve the hotline satisfaction andcustomer satisfaction by improving the show of CRM, design of service process, andstaff training. Meanwhile, this paper tries to establish the support system oforganization culure, performance management, thaining and promoting, techniqueand tool. It provides a reference and guidance for service quality managementproject of Self-founded Call Center.