| JT call centre is located in a city of China (G city). It is a transportation hotline centre,people can call it if they have complains,suggestions and other questions. It has been playeda very important role to improve transportation services. In the last few years, transportationindustry has been developed very fast in G city. Therefore, the existing management methodis no longer suitable for JT call centre. To find a new way to operate and manage JT callcentre and help it to develop sustainably is significant.Firstly, this essay will introduce some industry theories of hotline centre. Then, the generalinformation of JT call centre will be introduced. Furthermore, this essay will analyse theexisting problems of JT call centre by using methods of ‘‘the internal and external influencefactors analysis’’ and “comparison analysis”. Finally, the redesigned plan for JT call centrewill be presented with examples. |
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