Research On Service Quality Improvement Of S Company's Call Center

In today's world,the role of service industry in national economy is becoming more and more important.The degree of its development is an important symbol to measure the modernization level of a country,and also a key factor to determine the international competitiveness.Call center service is a kind of common service business,which has many problems at the same time of rapid development.Service operator have different management levels and service levels,and it is difficult to meet customer requirements,and the call center service quality is one of the main root problems.In this context,this paper takes the improvement of the service quality of S company's call center as the research object,analyzes the causes of the current service quality problems encountered by the S company's call center and provides improvement scheme.First of all,this paper describes the general situation and organizational structure of S company's call center,and summarizes the three aspects of S company's call center operation management status,service quality management methods,service quality information collection.On this basis,the paper analyzes the service quality problems existing in the operation and development of call center of S company.The problems mainly include: low first-time problemsolving rate,high business escalating rate,high call abandon rate,and three factors of employee,business and technology in the causes of service quality problems of call center of S company.It also discusses and analyzes the problems.Secondly,based on the causes of the service quality problems in the S company's call center,this paper designs a set of service quality improvement plan.In terms of personnel factors;which includes reducing employee turnover rate,improving the employee satisfaction,improve the efficiency of quality control staff;In terms of business factors,there are problems escalate improvement plan,product warranty improvement plan,user complaint improvement plan;In terms of Technology factors,there are call system,real-time monitoring system and quality control system improvement plans.Finally,this paper further provides specific implementation steps for the service quality improvement plan guarantee measures of S company's call center,mainly including staff guarantee,business guarantee and technical guarantee,to ensure the implementation of the service quality improvement plan of S company's call center from three aspects...