Research On Customer Service Quality Improvement Strategy Of T Company’s Apartment Project Based On Call Center Operation

At present,the rapid development of service outsourcing has also caused new problems.On the one hand,outsourcing service providers continue to reduce contracting operation costs in order to pursue higher economic interests,resulting in the decline of service quality,which will also seriously damage the legitimate rights and interests of consumers;On the other hand,because the information flow between the service employer and the service object is cut off,resulting in the information asymmetry mastered by both parties,the service employer is difficult to timely and accurately the real demands of the service object and can not eliminate the dissatisfaction of the service object in time,which makes the service employer in a very passive position and easy to become a hidden danger of the service object’s complaint.Therefore,it is very important for the service employer to supervise the quality behavior of outsourcing service providers in enterprise management.According to the actual operation of outsourcing customer service management of T company’s apartment project and the problems existing in outsourcing customer service management,this paper puts forward the promotion strategies of adjusting management organization,unifying working standards and building call center system.Starting from the perspective of SERVQUAL model and T company’s business field,this paper uses the analysis method of PDCA cycle,This paper analyzes the customer service quality improvement of the apartment project,introduces the value economics analysis method,and analyzes the economic benefits of the call center system.Through the adjustment of management organization,the unification of work standards and the construction of call center system,the service level of T company’s apartment projects has been improved in six dimensions.Through the analysis of the economic benefits before and after the implementation of the call center through the theory of value economics,it can be found that the call center not only improves the customer service quality,but also reduces the operation cost,which belongs to the two-way value improvement mode.