A Research On Operation Management Of Hewlett Packard Enterprise Technical Support Call Center

With the deepen and widen of the communications and information technology revolution,the economic activities of our society have gradually changed into consumption-oriented.In a way,our country has already entered the information age.At present,good customer relationship management has become an advantage in the competition of countless enterprise markets.The Call Center is a direct and effective way for enterprises to achieve customer relationship management.The call center realizes effective communication between the company and the customer,being able to deliver the real needs of customers in a timely manner,thereby assisting the company to provide customers with universal or personalized services on the fly.Thus,the business behavior between the enterprise and the customer is realized or tends to be "win-win".This shows that for most companies,the efficient of the operation and management of enterprise call centers has become a key factor in production and development in a fierce market competition environment.This paper studies Hewlett Packard Enterprise Technical Support Call Center,focus on its operation management.First of all,this paper introduces the related concepts of the call center,and comprehensively summarizes the history and current situation of the emergence and development of call centers,then reviews them with the research results of relevant domestic scholars.Secondly,this paper introduces in detail the comprehensive customer relationship management model of the “Comprehensive Customer Experience Service Model”,the customer-centered organization,the composition of the customer relationship management system,and the HPE technical support call center.Application information system platform structure,staffing,process architecture and key performance indicators.Discussed various problems in the operation and management of the current technical support center of the company.Such as the serious loss of talent,the lack of scientific performance appraisal methods,the low online problem answer rate and service level,the long service duration and the lack of knowledge base system,etc.Then dig deep into the fundamental problems that cause these defects.Finally,combined with relevant operational management theory,it provides opinions for the company's operation management,such as improving the professionalism of the training mechanism,enhancing the fairness of performance appraisal,improving the company's humanistic care,and optimizing the quality of service supervision mechanism.This paper also proposes to improve the comprehensive quality of managers,conduct relevant training on the performance and salary system for employees,and apply the spiritual incentive mechanism.These suggestions are beneficial for company to improve the operation and management of its technical support center,and also help enterprises with similar problems to update and upgrade their operation and management systems.