Call Center Operation Model Comparison And Selection

Human began to enter the real customer centered era in the twenty-first Century a time totally changed from production leading to demand driven Modern industries related develop rapidly. Call center seamed to be a "communication value-added services" initially using computer and modern integrated communication technology. And now it has become the core carrier and the main channel of interaction between enterprise and customer. Call center has been widely used in various industries,from customer service to product sales, from convenient services to outsourcing services, and creates more social and economic value which owns lots of recognition. With the vigorous development, industry communication becomes more convenient for kinds of media like the exchange meeting, professional journals, websites etc. Industry selection and certification make its software and hardware system standardized and operational. Call center operation mode progresses fast to suit with the terminal customer market. There are Various types like the self construct, trusteeship, site outsourcing, management outsourcing, personnel output outsourcing. In the future of the call center operation mode may be more detailed and diverse, which can quickly meet customer demand, which is more economical and which service is better, which is efficient, which is the most appropriate need to judge and choose for the developing enterprises. This paper is based on actual investigation of many outsourcing Service Corporation and enterprises with large-scale call center, using industry data analysis to introduce some different call center operation mode, their advantages and disadvantages, and provide some case studies as well for the enterprises to posit and choose the suit operation mode according to their own characteristics and development needs.