Research On The Strategy Of Improving Customer Satisfaction About JSDXYZ's Call-center

We have entered into the mobile Internet era,the application of APP is in wide use,which provicdes a lot of convenient and quick self-help means.However,as the earliest appearance of electronic service,telephone ser?vice,is still the mainstream form.And the Internet economic tide brings the rapid development of it.The call center works as an important part of the enterprise,and is the core of customer service for most compa.nies.Therefore,"how to enhance the call center service" is the subject that the call center operators should think about.Customer satisfaction is an important index to measure the service level of call center.This paper attempts to explore the main factors that affect the satisfaction of customer satisfaction of JSDXYZ call center through a series of studies,and put forward some promotion strategies,hoping that these research ideas can be used in call center Operating counterparts to provide some reference,and hope that some of the proposed promotion strategy can provide some reference for other call centers.This paper first studies the domestic and international call center development and customer satisfaction through the literature research,combs the relevant.theories of customer satisfaction,summarizes the service characteristics of call center,the concept of customer satisfaction,employee satisfaction and customer satisfaction The paper analyzes the international standards of call center operations such as COPC-2000,4PS international contactcenter and CCCMM,and studies the relationship between customer satisfaction index model and gap analysis model in the United States,such as customer satisfaction research Related model;Secondly,through the use of statistical analysis of statistical analysis of various operating indicators and customer satisfaction indicators of relevance,find out the absolute value of the customer satisfaction coefficient of the larger indicators,focusing on optimization and improvement,and thus can enhance customer satisfaction.By using the multiple linear regression analysis method to study the various operating indicators of customer satisfaction interpretation and whether the customer satisfaction has a significant impact;Use analytic hierarchy process to analyze various impact on customer satisfaction indicators of the impact of operational indicators;Finally,through the two-dimensional quadrant analysis method,using the correlation coefficient of the call center customer satisfaction and various operating factors and influencing the weighting data,the main factor analysis model which affects the customer satisfaction is produced,and the image shows the various operational indicators of the call center and Customer satisfaction,analyzes the driving factors that affect the customer satisfaction,and constructs the driving model to enhance the custome satisfaction of the JSDXYZ call center.On this basis,the paper discusses the improvement of the JSDXYZ call center customer satisfaction the relevant strategy.This paper is based on the practice of MBA study,through the master of the tools,theories and methods,how to enhance customer satisfaction again,hoping to call center customer satisfaction strategy to contribute to the research.