A Study On Outsourcing Mode Of The Dongguan Mobile10086Call Center

To face the whole economic downturn environment,china telecom marketcompetition are intensified.In order to suitable for the change of the external environment,the china mobile group constantly adjust their strategy.The new srategy thinking focusthe mobile must need a new kind of resource allocation method.,and at the same time,theexisting labor mode itself has the high risk and high-cost pressure,which make themanagerment begin to thinking about the supplementary way of new service resources.Inthis premise,the dongguan mobile start to have a try the new service strategy-outsourcing.This article combines the latest development trade for the market,with the method ofthe literature research and case research,analy the call center and call center outsourcingdevelopment persent situation,describe the dongguan mobile history in the call centeroperation mode.Through the strategic management,economics,sociology and theoretical toanaly the dongguan10086business outsourcing mode of the content and feature,and theimportance is to point the key control point.Analying the enterprise outsourcing andinternal and external driving force,and points out that how to choose the outsourcingbusiness and outsourcing cooperation partner,and importantly point out that how toeffectively control the risk in the use of the oursourcing,and further puts forward how tostrengthen the service quality monitoring and enhance the customer satisfationmanagement mode and how to ensure the sustainable development of the core competitivepower,to ensure that the application prospect for the outsourcing strategic mode healthoperation method.Through the analysis of the model in the dongguan mobile applicationof the actual operation effectiveness and the risk control,to look into distance for theprospect of the outsourcing model application,for the line of domestic call center,itbelongs to the more pragmatic innovation study direction and content,and will provide thecomplete,controllable outsourcing operation mode for the state-owned enterprise centercall outsourcing.And it is good for the China mobile10086call center to moveforward the outsourcing profit center and provide new operation model for reference.