Study On The Optimization Of Service And Operation Of Call Center In S Group

In recent years,with the influence of national macro policy and the rapid changes of the society's development as well as the continuous increased national income,Most People has strong sense of owning insurance and insurance demand is also becoming a variety.In the past people was not conveyed to accept or accept the insurance products passively,but now,insurance products tend to satisfy our needs,from focusing on providing risk guarantee of traditional insurance products,to be with modern characteristics,which could provide more abundant categories,such as wealth,pensions,health and medical etc.The insurance industry meet its,unprecedented opportunities and challenges.Rapid development lead to fierce competition,if the industry would like to be outstanding,it should own strong customer service skills and could provide services with high quality to obtain acknowledge from customers.Customer Service Center as the window of the enterprise and the platform of customer contact,which can capture the firsthand information of customers' feedback on the products and services.It is quite essential to provide efficient and high-quality service.Based on Customer Service Center of S insurance group passed COPC international high performance standards certification as an example,the paper elaborated its certified quality through the process of study and practice of management experience.To improve its service quality and capacity of the operation management,Customer Service Center of S insurance group contrasted and analyzed the standards at home and abroad,finally it chose the most challenged and difficult COPC-2000 standard(?)for consultation and certification.After more than one year of trial and improvement,S insurance group Customer Service Center established a completed set of performance indicators system,and carried quantitative management,introduced and practiced the scientific methods and tools to analyze and solve problems,such as:CUIKA,DMAIC,PDCA,VSF fluctuation analysis,sampling statistics method,structured problem solving method,target analysis method and etc.Through the application of COPC high standards of performance management,they achieved in both efficiency improvement and service quality,simultaneously,the service costs were reduced as well.Whereas,following the development of Internet and big data technology becoming more mature,S insurance group also involve proactively in taking advantage of the latest technology to face the new challenges in operation management.Through the certification by COPC international high performance standards,Customer Service Center of S insurance group introduced the global best practices,established a set of scientific management processes and methods,formed a standardized management tools and forms,achieved in the process integration,including business monitoring,data management,personnel management,performance management and other aspects.S insurance group came true the transition of taking the customer as the center of operation,unified its' management idea,and determined "to build the most customer value service expert team in the financial industry" as the development vision.