Study On The Callcentern’s Social Service Management Of Experss Mail Service

With the emphasis on customer service increasing, the call center has become more mature,especially in the recent ten years, the call center has gradually become a new industry in domestic.Postal express call center as an important window of the enterprise that face to the customer, its operation management goal is to use the lowest cost to create value and has more smooth channels for customers, and use the service to create profits for enterprises. Postal express call center operation management is aiming to create greater customer value and to produce the maximum operating efficiency for the enterprise.This article discusses the development situation of postal express11183through the development history of the postal express call center.explains the postal express call center must take the customer as the center, keeping innovation and customer management from the postal express call center operation management, such as operations metrics management, personnel management, training management, schedule management, knowledge base management, expounds the importance of customer service from the call center customer service standards, such as Employee code of conduct, service standards, engineering practices, management norms, quality specification, information management specification, Actual analysis and post delivery call center specific issues that currently exist, explore postal express call center operation management development. This paper analyses from the operation development of postal express call center educes the postal service call center construction and operation management should take care of customer service as the center. To achieve benefit maximization, through service to create value as guiding ideas, Continue to improve the operation management process, Grasp the call center operation management development direction, so then to achieve the postal express call center innovative value.