Study On Evaluation And Improvement Of Service Quality Of DF Airline Call Center

The call center is the service window with the highest degree of humanization,the fastest information interaction,and the widest business scope in the Internet era.It provides customers with efficient,high-quality,comprehensive pre-sales,sales,after sales service through advanced network communication and telecommunication means.At the same time,the call center,as a comprehensive information interaction system that connects enterprises,can connect external customers with internal scheduling and management,and timely collect and classify the customer feedback to the corresponding work departments.As the primary window for customers,the quality of service of a call center also represents the image and attitude of a company,and whether the company pays enough attention to customer experience and feedback.Therefore,the call center department is getting more and more attention in the enterprise.How to improve the service quality of call center is a subject that every related enterprise needs to pay attention to.This paper collects and sorts out relevant literatures of call center and the way of service quality improvement at home and abroad.The main conceptual theories include the operation of call center,the concept of service quality,the influence of service quality on customer experience,etc.Based on the analysis of the DF airlines call center overview and general industry background,this paper uses data quantitative analysis methods and tools such as analytic hierarchy process and weight grade method to construct the service quality evaluation index system of airlines’ call centers.This paper makes a scientific evaluation of the service quality of the call center by using questionnaires and surveys,and conducts an in-depth study combining with the example of the call center service of DF Airlines,such as ticket refund service,inquiry service and feedback collection service.The factors restricting the service quality of the customer service department are evaluated from five dimensions,including external factors,traffic operation,service provision service specification and customer complaints.This paper points out the existing problems of service quality,analyzes the causes of these problems,and puts forward the countermeasures and suggestions for DF airlines call center to improve its own service quality,providing reference.