| This article studies the traditional service channels of communications industry-call center to identify trends and patterns of the traditional communications industry call center in the information age based on the two concepts of service and marketing; at the mean time, studies the features and advantages of the multimedia call center, combing with the relationship between supply and demand and the development of multimedia call center, using quantitative and qualitative scientific research methods conducts in-depth analysis and exploration for multimedia call center. Analysis of China’s telecommunications industry call center how to successfully transform to service marketing, how to use the call center for customer relationship management, to establish a good connection with the market channels of communication with customers, to provide customers with quality service, increase customer satisfaction and loyalty. In this paper, the object is China’s mobile communication industry. This article analyzes China’s mobile communication industry enterprise marketing; suggests that media access will be changed from a single voice access to multimedia access; Channels will be changed from the fragmented nature of the "island" to the overall operation of the "synergy"; Business applications will be changed from traditional mobile or fixed-line single-business services to integrated multi-business service. Traditional call centers develop from the cost of services to a whole process of the customer life cycle based on a unified view of the customer service, marketing, maintaining customer life cycle support the development of the whole process. In the process of integration services marketing, optimize service processes, enhance the capability of active marketing, achieve business processes synergies between the different departments, enhance the marketing capabilities of call center services and achieve a successful transition. |
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