Optimization Research Of Service Operation Management In Call Center Of Z Corporation

In the global telecom market competition is becoming increasingly fierce，the priceand the profit of telecommunications equipment corporation has been reduced. In orderto survive and develop, Manufacturers have to seek innovation in customer servicecontent and brand to improve customer satisfaction and consolidate and expand marketshare. Because the customer service representative corporate image business philosophy,technology and brand effect. Customer service as a market behavior will enableenterprises to enter a benign competition era and customers benefit from it finally.Telecom equipment manufacturer is to provide customers after-sale service withoccupation and expert services. Telecommunication equipment suppliers shouldestablish a rapid response system. Due to the rapid development of telecom operatorsand the development of industrial promotion and specialized production is acceleratedincreasingly. On the one hand the service of product gets density and on the other handwith the increase of labor productivity, it is a buyer’s market. Their consumptiondemand is gradually changing and the hierarchy of needs is also a correspondingincrease. Their needs extended to the direction of diversification. The customer needsdifferent patterns of technical support. They need more and more accessible service.Call center is developing very quickly to customer needs.The paper is based on the basic theory of service operation management.Accordingto the tenet and measurement of call center service operation management the paper willbe united in wedlock the practical problem which the call center face to and describe thepresent situation of call center service operation management. Also the paper analysesstatistics of the operation target of call center and research the key element which canaffect the result of call center operation management. At the same time the paperprovide some optimization measure to advance the call center operation managementand check the result to prove the measure is works.