Study On The Knowledge Sharing In The Outsourcing Of The National Call Center Of M Company

The deepening of social division of labor and the development of information technology have promoted the fast development of service outsourcing, which extends the scope of outsourcing from simple production to service fields such as R&D, finance and customer service call centers, an upgrade from simple physical work to the combination of physical power and knowledge. And the successful implementation of such outsourcing business as a combination of physical power and knowledge requires knowledge sharing between the employer and the contractor. Therefore, knowledge sharing, as a primary knowledge management model which enhances the use value of knowledge, receives increasing attention and becomes a key link on the chain of successful service outsourcing.In 2003, guided by the strategy of "centralization, professionalization and simplification", the national customer service call center of M company commenced the integration and outsourcing of its customer service function. The national customer service center of M company is an information and service center for the salesmen and customers across the country. During the 10 years of 2004-2014, the customer service outsourcing business of the company gained gradual growth as the business of the company grew, experiencing a progress of commencement, expansion, development and gradually perfection. Currently, M company has established stable partnership with 3 professional call center operating companies, who are spoken highly in the industry and absolutely professional in terms of operating management of call centers. And on the other hand, M company has the expertise and service experience the company requires. Hence, there are several problems to be solved in the process of outsourcing:"How should M company transfer its professional implementation to contractors? How should M company achieve the purpose of outsourcing by utilizing the expertise of contractors? During the cooperative period between M company and the contractors, how to create innovative knowledge through learning and practices so as to better service the customers and improve corporate competence? And how to solve the knowledge sharing problem between several contractors?This article, starting with the knowledge sharing problem in the process of outsourcing and drawing the customer service outsourcing cases from M company which the author serves, discusses how to solve the problem of knowledge sharing in the process of outsourcing so as to achieve the purpose of enhancing service quality and reducing service cost by both theoretical study of knowledge sharing and analysis of practical experience. The results of the outsourcing practices of M company’s customer service call center will provide a reference for enterprises which are considering or planning to adopt outsourcing, especially direct selling companies in solving problems in knowledge sharing and management.