Research On The Management Of Call Center Outsourcing(CCO) Service Quality

Call centers were first introduced into China at the beginning of the 20 th century. With their constant development, call centers became more and more improved. As a result, now many enterprises want their own call centers. However, in the establishment of such things, people have came across many problems, for example, the problem of high cost. Therefore, call center outsourcing(CCO) has become a good choice for many people. Yet the rapid development of CCO industry has also brought about a lot of problems. For example, outsourcing companies can hardly fulfill the demands by contract-issuing parties, because of their uneven service levels and low management level. The root cause of that is the low quality call center outsourcing service. Therefore, contract-issuing parties need to know the service quality CCO outsourcing partners. As for CCO companies, they need to try to locate the problem and make relevant work as an important part of their CCO service quality management.At the moment, studies study on CCO service quality are rare. And most existed studies are merely qualitative and strategic. After reading various domestic and international literature about call center, the writer of this work performed in-depth research on the service quality and developed a model that may simulate the service quality’s influence, as well as determined five influential factors and made a measurement table for the quality of relevant service. Finally a feasibility conclusion will be made based on collected data and relevant suggestions for improvement will be given.With company A’s call center outsourcing business as an empirical research objective, this work uses ANP and the fuzzy comprehensive evaluation method. It designs a questionnaire according to the measurement table and conducts unified arrangements and analysis for data from questionnaires retrieved by sales people through on-site visits. Analysis results show that CCO service quality can be quantified and that relevant products’ quality are also decisive for the service quality. With relative strong theoretical and practical significance, the results also provide some improvement suggestions for A’s CCO service quality.