The Service Management Research For C Company's Call Center

Call center,also known as customer service center,is an integrated information service system which makes full use of modern communication channel,collects multifunction from internet and closely connects to the corporation.The purpose of the call center which contains exchange technology,data warehouse skill and management science is to offer all-round service of good quality and high efficiency.Depending on the service management mode,the call center nowadays is divided into two categories: One is cost oriented and the other is benefit driven.Cost oriented call center means the service management mode of call is generally based on service after the company's primary investment while the benefit driven center is an service management mode based on marketing benefit through the penetration of marketing sales after putting into use.This essay aims at the fact that the service management mode of traditional call center stays on the call-in business only and is not able to meet the market needs of transforming into a beneficial center.Led by CRM theory,this essay intends to transfer the call center service management mode of company C from cost oriented to benefit driven center for the better service to marking sales through management theory and skills,take a reasonable service management mode.Therefore,it comes a management improving draft of a benefit driven call center which focuses on how to offer new operating features and advantages to the new call center through reasonable operating management,project management and solution optimization.The characteristics and differences of the two call centers and problems and difficulties broughtthrough are discussed here,and then the discoveries and practices.In a word,via a large number of theories and practices,this essay has designed a call center service management mode which fits company C quite well to get along with its long-term CRM customer relationship strategy,bring new ideas to the beneficial mode of the entire call center and effectively control the conflicts between cost and margin.The solution is approved to be effective by obvious improvement of the operation results.