The Service Quality Improvement Research Of L Call Center

Call center began in the 1930 s,the domestic call center grow only more than 30 years of history.But in recent years,with the development of Internet technology,more and more entity enterprises began to online operations,prompted the call center industry rapid development.However,the call center industry also faces many problems to be solved,such as how to set a reasonable performance indicators,how to measure and continuously improve,how to guarantee the customer experience at the same time for cost management.More and more companies are looking forward to using a scientific approach to call center management,in order to improve service,quality and can reduce costs.At present,there are some cases about the service quality of call center in China.However,how to effectively combine the promotion of service quality with the company's vision to achieve a strategic consistency.The action plan can effectively and effectively match the long-term goal of the company,so as to better realize the strategic goal of the company,so that the enterprise can stay invincible in the competition.Such cases are relatively rare.By a large number of case studies both at home and abroad,it is concluded that the call center general indicators to classify,into three major parts of service,quality and efficiency for the three dimensions of performance target setting,measurement,analysis and improvement,consider the company's strategy and cost,terms to ascend,ultimately meet the goals of the service quality of company vision is given.After confirming the quality of service and efficiency indicators,a quantitative analysis method is needed to find the cause that does not meet the criteria.Using the Six Sigma structured solution to the relevant KPI to improve,and then to improve the call center service quality.So the cycle,in order to achieve the call center for the important role of enterprise development.