Study On The Service Quality Improvement Of C Airlines Call Center

With the rapid development of China’s civil aviation market,service has been the focus of public attention increasingly.The diversity and randomness of customers’ demands have driven the competition among airlines from product to service.There is no doubt that improving service quality has become a significant way for airlines to establish service brand and achieve competitive advantage.As an important service interface,call center has become the main bridge of communication and interacting between customers and airlines.However,it also has been under serious pressure in operation management,with the service problems of emerging gradually,such as call completing,employee turnover,customer satisfaction and other issues,which is urgent to figure out how to solve a series of problems in service quality.How to evaluate the service quality of call center effectively and analyze the key points of service quality improvement has become the core of the research of call center service quality.This paper takes the service quality improvement of call center of C Airlines as the study object,based on Service Quality Gap Model,analyses the problems of call center and determine the optimization to solve service quality problems.As a labor-intensive and knowledge-intensive industry,call center has its own operation standards that can be learned from each other.It is supposed to offer a successful case on improving the service quality of call center for other enterprises.