Quality Customer Relationship Management System Based Call Center

With the rapid development of information technology and the popularity of the Internet and the widespread application of human society from the industrial economy into the age of electronic commerce; irreversible process of global economic integration, enterprises increasingly fierce market competition environment. Telecommunications company as an integrated information service provider to continuously explore and seek new customers and related services and marketing solutions to further enhance customer service levels,maintain existing customers, developing other much more customers, improving customer satisfaction, maintain business volume continues to change and expend market. In this context, telecommunication call centers came into being, and get a great deal of development, can be said to be in full swing, the new call center seems to have sprung up. Now, after years of practice, the call center has to its irreplaceable advantages in the field of telecommunications services, and marketing of its emergence a very important position.This paper is targeted at telecommunications call center management practical problems to AC telecom call center for the case, starting with the concept development stage, responsibility and management aspects detailed overview of the telecommunications call center, on this basis, the AC telecommunications call management decision-making center of the system analysis and thinking, mainly as follows:1. The communications industry call center service quality;2. AC communication company call center service quality analysis of the situation;3. AC communication company call center service quality improvement countermeasures.