Analysis And Research Of The Gas-based Call Center Business Model Innovation Project

With the improvement of people’s living standards and quality, utility sector continuing to open, public water, gas, electricity and other service agencies are increasingly concerned about. New gas enterprises are emerging, which bring increasingly fierce competition to the gas market. Gas companies are under unprecedented competitive pressures.But with the development of information technology and telephone penetration, gas companies have more business by the manner of fax and telephone, so the gas company has a large number of incoming phone calls every day. Various business phone dispersed, which brings inconvenience to many customers. At the same time, various departments of the company are difficult to communicate with each other timely and effective, so they cannot provide consistent service. With these problems, more and more companies choose to introduce gas call center technology in order to provide customers with high quality and efficient service. Thus, business model innovation based on the call center has become a problem for the gas business.In this paper, setting Jinan Blue Gas Company as an example, the author analyzed the problems of the business and operations management, and studied the active distribution business model innovation based on the call center technology. At the same time, explained the issues of company’s change management and strategic upgrade. Main innovation of this paper lies in the gas company’s business model design and implementation of innovative projects based on the call center technology, which provides a reference for other enterprise business model innovation.