The Research On Services Improvement Of The Call Center Of Telecoms Operator Under Interation Circumstance

Interation, the development trend of telecom industry, now raises newcriteria for the capacity and level of telecoms operator’s services. As themain service channel, nowadays the call center of telecoms operator exposesmuch maladaption and contradiction to the service requirements for theinteration circumstance in future, which has a great impact on the CustomerService Index (CSI). Therefore it is urgent and meaningful to launch theresearch on services improvement of the call center of telecoms operatorunder interation circumstance.This thesis first introduced the background and history of China’s telecomindustry briefly, then discussed the development trend of telecom industryincluding the SWOT analysis and the way of transformation of telecomsoperator. By meanings of re-locating the call center of telecoms operatorunder interation circumstance,7common problems within it were inducedand classified by three factors of productivity. Finally these problems wereanalyzed from the perspectives of service process design, new technologyintroduction and personnel construction. Some conclusion and suggestionwere given at the end of the thesis as well.