| Call center has risen along with the development of business activities,and has now deeply affected people's work and life.During the 20 years of the development of call centers in China,can be divided into three periods.From the scope of business to the geographical scope to the operation mode,Call center have undergone tremendous changes.The most important impact on its nature is the shift from traditional self-built operation mode to outsourcing operation mode.These changes push call center into the market-oriented process,and its industry scale and application technology have been rapidly developed under the leadership of capital,creating an independent call center outsourcing industry.Founder Converged Communications Call Center has also transformed into a call center outsourcing service provider based on the self-built business along the industrial development track.In the domestic financial business area,the banking business has grown stronger.Founder Converged Communications Call center occupied a place in the call center outsourcing service industry in China.First,through the PEST analysis tool to analyze the macro environment,it is found that a series of national policies support and encourage the development of the call center outsourcing industry,clearly pointing out the support of the development of financial outsourcing industry to improve the quality and efficiency of financial services.Along with the development of the national economy and the improvement of social acceptance,the bank credit card business has experienced explosive growth,and the amount of card issuance and total credit consumption have increased year after year.However,in recent years,the emergence of Internet finance has caused a great impact on traditional banking services.It has not only changed the target customer base,but also challenged the traditional call center outsourcing business model.The artificial intelligence technology in the call center business application is mature,and will change the business model and management mode of the call center outsourcing industry.Secondly,in order to enable the company to continue to maintain its superiority in the call center outsourcing business of the banking industry in a market full of changes,it is necessary to understand and understand the competition of the whole industry in combination with the Porter Five Force model.At present,there are more than 90 enterprises engaged in outsourcing of call centers and having a certain scale.As an outsourcing service provider of Party B,the competition in the market bidding and operation benchmarking process is very fierce,and the bargaining power of Party A is weak,which reflects the relatively strong characteristics of the buyer's market.For call centers that use manual agents as the primary service delivery method,emerging artificial intelligence call centers are gradually replacing traditional models with the advantages of high efficiency and low cost.The company needs to explore a development strategy that effectively utilizes the upstream supplier's bargaining power to actively meet the threat of alternatives,continue to maintain its leading position in the industry through technological change,and squeeze into the upstream position of the first echelon of call center outsourcing enterprises in terms of revenue scale and profitability..Then,through internal environmental analysis,it is found that the company has many basic resource advantages based on Peking University Founder Group.The 20 years of industry experience has created a group of core management teams and good reputation in the industry.However,the current imbalance in the proportion of business structures and the traditional problem of service provision models have created significant operational risks.Finally,through the SWOT matrix analysis,through adopting relevant diversified corporate strategies,on the one hand,using the brand advantage to develop the second business line to resist the risk of bank outsourcing business market changes;on the other hand,actively welcoming the technological transformation and developing artificial intelligence technology in the core pillar business field.Evolution.At the same time,in order to ensure the effective implementation of the strategy,it is necessary to reposition the organizational structure function and develop a multi-market service brand.Through the new development strategy,we will implement the management policy of “healthy strength,innovation and development”,and achieve the profit target of continuous growth in scale and income on the basis of achieving market strategic goals and innovative strategic goals. |
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