Luoyang Calls Industry Development Strategy Research

With the development and progress of society, more and more enterprises attachimportance to the pursuit of customer interests and enterprise win-win. At the sametime, the vigorous development of the tertiary industry, drive some emerging industryline, call industry arises at the historic moment under the big background, as thedevelopment of economy and the need of The Times, the call center industry pattern,rapidly expanding into more industries. Call center is a technology based on computerphone at the grass-roots level, and applying computer network, communicationnetwork, information technology for the enterprise to provide marketing, technicalsupport, and other specific business activities and receive and send calls an operatingentity. The generation of call center, are the result of social division of labor refinement,as companies follow-up service to customers the improvement of work values, basedon the maximum meet the needs of the customer service, call center for customerservice function has been improvedCall center is also referred to as the customer service center, call center, it wasborn in the1970s, was first developed in the United States, it is make full use ofmodern communication and computer technology, such as IVR (interactive voiceresponse system), ACD (automatic call distribution system), and so on, canautomatically and a large number of processing a variety of phone call in, breathe outplace for business and services operation. And call center in our country, from the endof last century began to appear. Luoyang today call center industry is developingrapidly, and penetrate deeply into the city, public security, traffic, telecommunication,banking, insurance, postal, securities, electric power, IT and marketing, and many otherindustries. Luoyang call center number has reached ten, has been widely used invarious industry.The widespread popularity of call center, provides a favorable platform for theenterprise service customers, at the same time also formed the competition between the enterprise and the enterprise. In order to better secure the old customers, and develop abroader market space, the enterprise will discern the more potential customers needs inadvance. If the enterprise do not take the service for customers to provide more thanthe expected, does not pay attention to improve service levels, is bound to lose part ofthe old customer support, will also hinder the development of enterprises. Companieswant to long-term development, the management strategy is very important. Therefore,in the increasingly fierce market competition environment, the current research of callcenter industry development strategy is particularly important, luoyang calls the meritsof the industrial development strategy, is related to luoyang important organization partof the development of modern service industry, is also related to an important problemin luoyang urban and rural regional economy developmentThis article first briefly describes the meaning of the call center, basic structure,analysis of the call center industry impact on the economic development of luoyang,and then points out that the call center industry in luoyang has good prospects fordevelopment. Then analyzed the call center industry development in our country,analyze the call center industry in the current situation of the development of luoyang,luoyang call center industry and other parts of domestic call center industrydevelopment has carried on the contrast analysis, draw the luoyang call center industryand the development of other areas in China call industry is still a gap. Andconsiderable development space, in the process of research is the current problemsexisting in the development of luoyang call center industry, puts forward the future inluoyang development direction of the call center industry, and puts forward relevantSuggestions is the developing direction, and put forward the call center industry inluoyang to good future, should clear call industry market positioning and strategy,scientific management, pay attention to the follow-up in the cultivation of professionaltalents, pay attention to the optimization and upgrading of industrial structure, improvethe relevant laws and regulations construction, and actively absorb advancedexperience in other regions, only in this way can improve the level of luoyang callcenter industry development steadily. You can see the efficient operation of luoyangcall center industry, not only can reduce the cost for the relevant enterprises, improvecustomer satisfaction, more can enhance the enterprise competitive advantage, andpromote the benign growth of regional economy. This article research conclusion canalso be as the same type of call industrial area development, provide a reference basis.