Research On The Strategy Management Of Call Center Of Shanghai Mobile Company

Strategic management is an important part of enterprise management,for enterprises,pointing out the development direction for the enterprise can generally clear development goals,then,for enterprises to develop management strategies and management methods to provide effective support.Strategic management is not only used to grasp the direction of enterprise's macro development,but also can provide effective support for the development goal,development direction and development strategy of enterprise related business.According to Shanghai mobile call center to promote the actual business,according to the Shanghai mobile call center business development strategy issues in-depth analysis and discussion,through the development of Shanghai mobile call center business development strategy and system guarantee measures for the smooth implementation of the development strategy,to provide effective support for Shanghai mobile call center business smoothly.In the research on the development strategy of Shanghai mobile business center call process,follow the basic process of strategic management system,using the PEST model theory,SWOT theory,five kinds of competitiveness theory,strategic management,put forward the general paradigm of development strategy,finally proposed the development strategy of Shanghai mobile call center business and the realization path.The conclusions of this study are as follows:(1)Shanghai Mobile has the advantages and opportunities for developing the call center business,but there are also disadvantages and threats.According to the analysis,the Mobile Corporation in Shanghai to carry out the call center business,on the one hand with the technology,service charges and other advantages,but also facing a late start,lack of talent team,infrastructure investment,and other aspects of the influence by the customer benefit disadvantage;on the other hand,Shanghai mobile call center business will be faced with the same industry competition pressure,the threat of potential entrants,buyers choose the large threat in the development,but at the same time also will be faced with the proportion of service industry in China is rising and the national social administrative system reform,the country to promote the development of the information technology industry and other aspects of the opportunity.(2)Shanghai mobile call center business should adopt the overall orientation of development strategy,and should adopt target centralization strategy and differentiation strategy as concrete development strategy.Based on the Shanghai mobile call center business development strategy formulation process,combined with the analysis of the external macro environment and industry environment analysis,SWOT analysis of Shanghai mobile call center business development,the business development facing the opportunities and threats of the call center of Shanghai mobile,and facing opportunities and threats.On this basis,through the analysis,defined the overall orientation of Shanghai mobile development strategy call center business development,and to determine the target should adopt focus strategy and differentiation strategy as the development strategy of Shanghai mobile call center business.(3)We should realize the development strategy of Shanghai mobile call center business from the integration of resources and the centralization of market targets,and the PPP mode and the government purchase service mode.According to the Shanghai mobile call center business target focus strategy and differentiation strategy,should be separately from the integration of resources and market focus to ensure the maximum benefits and advantages in the field with the aid of the PPP mode and the government two aspects to realize differentiated development strategy to achieve the purchase service mode.