Total Quality Improvement Plan For A Call Center

Contribute to Internet+ era,it witnesses rocket development in terms of information and technology,on the other hand,it leads to homogeneity of products in all walks of life.The competition between the enterprises is no longer confined to the products.Service,is becoming the core element of competition.What's more,the quality of service is of great importance to the survive and thrive of the enterprises,under the changing economic environment.Both the competitive and monopolistic enterprises have no choice but seek the most suitable developmental strategy.Therefore,they initialized an usual evaluation:product-concentrated transfer to service-concentrated;standard service transfer to differentiate and personalized service.Call center in China started 30 years ago,with decades of development,it successfully stepping into a stable and mature phase.Especially in recent couple of years,owing to its high convenience and lower cost,it is becoming the first choice for the enterprises when they choose the service provider.Compared with traditional enterprise,the off-line capital and human investment of the Internet company is limited.Call center is the bridge between the customer and company,as a result,the Internet companies are more inclined to relay on their call center.A company is a sizeable Internet education company in China,their products are different kind of online courses.The call center offers the per-sales,after-sales and technical support to the its customer.A company's customer has some typical characters:they are young,and attach more importance of the word of mouth of the products and service.In addition,their purchase will be affected on the media and public voice.Hence,as the call center,its mission is to establish a good imagine and word of mouth for A company with its outstanding service,enhance the customer adherence as well as bring more customers.The paper evaluated and analyzed the comprehensive service quality of call center,and went depth into customer pain point to found root cause of service quality problems.It designed an over-all quality improvement plan that covered recruitment,training,quality management and so on.It is hoped that the research could help to solve the practical problems in call center management by implementing the plan,as well as provide reference to the similar internet companies.