Research On Construction And Operation Of Company A’s New Customer Call Center Project

With the development of economy, people have not only satisfied with the most basic needs that products are of high quality, but also put more emphasis on the appeal for on high-quality after sales or pre-sales services. Consumers can communicate with commodity producers or service providers through various channels, so as to obtain good client concern experience. At the same time, enterprises also hope to set up a harmonious interactive relationship with clients, lend an ear to customers and move forward with growth and advancement, in order to improve the corporate images and products, and promote the second sales.Call center has originated in the1930s, therefore, nobody can doubt its importance today. Call center is not only one of the most important channels for direct contact between consumers and enterprises, but also an important way for enterprises to understand directly the clients, and the market feedback and evaluation, so that each enterprise hopes to establish their own call centers, in order to better serve customers, understand customers, and develop customers.As a systematic project, the work of call center is not as simple as others have seen to dial and answer calls. Call center must accomplish the KPI target through a variety of ways, achieving the desired aims of the corporation and meet customer expectations. Recruitment, training, forecasting, and scheduling need to be carried on systematic planning and consideration. In addition, how to divide and respond to emergencies, and how to carry out quality control, all these contents are very worthy of study and analysis.With the aid of previous work experience and references, the paper discusses the four aspects of call center, system construction, human resource management, operation management, and quality control through the new client service project of A company, and carries on the discussion and analysis from the perspective of actual operation of the project, which has some reference value for the operation of new call center.