Gansu Radio And Television Call Center Customer Service Quality Improvement Research

With the maturity of Internet information technology and the increasing number of network operators and new media users,users tend to be more rational in consumption consciousness,and the requirements for service quality are getting higher and higher.The service quality provided by enterprises to users further affects users' participation in repeated purchases in the future.As a communication channel between enterprises and users,call centers provide high-quality services to users.Under the background of service transformation,improving customer service quality has become the primary goal of call centers.This paper takes Gansu Radio and Television Call Center as the research object,and studies the improvement of service quality of radio and television users in Gansu Province.By introducing the related theories of customer management and service quality,this paper summarizes the current development background of call center industry,expounds the important significance of improving customer service quality to enterprise development,and explains the research ideas and methods: based on customer relationship management theory and SERVQUAL theory,comprehensively understand the current situation of call center service quality,and carry out business process transformation through basic methods such as service blueprint and 5GAP model,so as to improve service quality.According to the background of the company,the main chapters of this paper will describe the organizational structure and business process of Gansu Radio and Television Call Center,introduce the quality management methods,specific management processes and results processing methods of the call center,diagnose and analyze the current customer service quality of the call center through questionnaires and interviews,find out the actual problems and reasons in customer service work,and put forward targeted improvement schemes according to SERVQUAL five-dimensional model,and then implement them according to the improvement schemes.This paper will discuss the implementation details from the steps of service management improvement design,service management improvement process and service management improvement results,and take the organization,mechanism and personnel as the guarantee measures of the improvement scheme.By discussing the scheme of improving customer service quality in Gansu Radio and Television Call Center,this paper points out the ideas to solve the problems of customer service quality management,so as to realize the improvement of customer service quality in Gansu Radio and Television Call Center,improve the core competitiveness of enterprises,provide reference for the call center industry in customer service quality management,and make certain contributions to the development of customer service industry.