Research On The Strategy Of Call Center Service Outsourcing In X Power Company

With the rapid development of China's economy, enterprise and enterprise competition by commodity competition gradually shift to the service competition, the traditional face-to-face service mode is not suitable for high speed and high requirements of the customer service demand, call center has gradually been recognized by the enterprises, more and more companies or enterprises to the call center as a service channel mainly, is the main window receives customer demand and feedback. However, the call center workload, human demand, the mobility of the three characteristics, making the business investment in this area but less income, the company invested in the enterprise and reduce the call in order to save costs, restricted the development of space at the same time on the enterprise service satisfaction has great influence, especially in large state-owned enterprises, because of the characteristics of the market, enterprises do not attach importance to the construction and development of the call center, but with the market and the state Policy changes, the enterprise more and more feel the importance of call center, but do not know how to manage and transform, therefore, call center outsourcing has become the main direction and strategy of these enterprises.However, due to the existence of the state-owned enterprise management method with the conventional enterprises bigger difference. At the same time, the state-owned enterprises has been service for the degree of attention is not enough, so that the business proprietary call center in the ways of management and operation and industry exists great distance. On this background, how does the enterprise through outsourcing to enhance the service level of enterprises at the same time and the original management pattern and the outsourcer fusion, so this paper's main research direction.This paper takes example analysis method. By referring to the domestic and foreign advanced call center outsourcing project experience, combined with the operation conditions and features of X electric power company, systematically analysis of X Electric Power Company of traffic data and human data, respectively from the perspective of internal and external management and cost test consider x power company call center outsourcing strategy.This paper combined with the development situation of market and policy, the use of case analysis, literature research methods, from the perspective of market development and the perspective of enterprise development, analyses the status quo of the development of traditional people's livelihood enterprise call center, the X power company,95598 service hotline as a case, through the enterprise development strategy of X electric power company, analyzes the current cost composition and operation management status of the driving force of outsourcing, combined with the X electric power company 95598 of the business characteristics and the characteristics of management and outsourcing, pointed out that the X electric power company in the development of the key control points of service outsourcing strategy in the process of implementation of outsourcing and service experience, service satisfaction basically no difference, to reduce internal operating costs at the same time, maintain and enhance the company's service ability, thus ensuring the continued operation of service outsourcing in X electric power company and improve enterprise service brand And social value.In this article, I hope that through the development of service outsourcing strategy of X Electric Power Company and analysis of problems existed in call center outsourcing services in the process of electric power enterprises and the people's livelihood industries, through the development of appropriate strategies to enhance the quality of service outsourcing, the tradition and the key livelihood industry, belong to the innovation and enhance the content and direction of the electric power enterprises and the basis of people's livelihood and industry call center outsourcing strategy to provide experience and valuable.