Improvement Of The Call Center's Service Quality In Heilongjiang Province Rural Credit Cooperation

As an important part of the bank system in China, rural credit cooperation now has to improve the quality of their service. With this background, this dissertation studies the improvement of Heilongjiang Province Rural Credit Cooperation Call Center's service quality, and tries to analyze its problems in the process of development, and attempt to provide a improvement plan.This dissertation firstly describes the current situation and the relationship of Heilongjiang Province Rural Credit Cooperation and its Call Center. Effects and development trend of call centers in banks are also summed up. Then, the business categories and business process of the call center of Heilongjiang Province Rural Credit Cooperation are discussed, and so is the service quality management standard.Based on the current situation analysis, this dissertation analyzed the problems in its service quality management. These problems includes unreasonable evaluation system, low management performance, imperfect business process,insufficient risk management and lack of promising strategy. Causes of the problems are also explored and analyzed.In accordance with the problems of the call center, the dissertation designs a service quality improvement plan with the guide of certain principles. The plan includes improve the quality evaluation system, improve the personnel management performance, optimize the business process, reinforce the risk control system, and build the call center with innovative development route.At last, this dissertation brings forward supporting measures of the service improvement plan. Measures include strengthen culture and system construction,reinforce personnel training, and maintain operating systems, etc.