YD's Call Center:Research On The Promotion Of Service Value

Call center was first established in mid-20 th century in the U.S.,which was primarily in the Aero-industry in 1950 s.In China,call center first appeared in communications industry,which was also named as “Customer Service Center”.Its starting point is often recognized as the Telecommunication 97' Project.With the development of almost 20 years,the call center has become a new and active field in multiple industries.YD Company has set up Customer Service Centers since its establishment in 2000,which is widely spread in its provincial structures.The Customer Service Centers also generated self-service functions such as SMS-service center and online-service center.YD Company is progressing through the development of central management and professional operation.The model has been put through all provincial branches since 2014.During the process of analysing YD's Call Center,both PEST and SWOT analysis were adopted to demonstrate the improvement of the service value from the “Age of province based operation” to the “Age of concentrated operation.Both internal and external environments are considered.The analysis focused on the current operating situation including the difficulties.On the basis of the above analysis,Advance the problems of YD's Call Center in improving service value combined.Taking into consideration of the domestic industry as well as benchmarking experience,the analysis studied the value promotion of the call centre with 4Rs theory: service quality improvement,Internet service capability,service marketing development and personnel empowerment.focusing on the concept of customer centered development,The aim of this paper is to explore the core role of the innovation call center operation mode and the customer experience to create value for the enterprise and the customer.Call center plays the role of "connection" between the enterprise and the customer through service,and this "connection" is becoming more and more important in the mobile Internet era.The conclusions and suggestions of this text have substantial potential on YD's Call Center's transition and develpment,and the realization of its services,and can also provide reference for other companies in the same industry.