Research On The Existing Problems And Improvement Countermeasures Of The YW Company's Call Center

With the rapid development of economy,people pay more and more attention to the service quality of enterprises.Many enterprises have established their own call centers.The goal of establishing call center in power grid company is to provide customers with services including power consumption information inquiry,business expansion report,power failure repair,power outage information release,complaint acceptance,customer satisfaction survey,etc.Through years of continuous improvement,along with the development of communication,computer,Internet and other technologies,call center has become an important guarantee for the survival and development of power grid companies and an important part of decision support,and the management requirements for the operation quality of call center are also higher and higher.This paper takes the practical problems existing in the operation and management of YW company's call center as the research object,and uses the methods of literature research,theory and case combination to comprehensively analyze and evaluate the current situation of operation and management of YW company's call center.Secondly,it analyzes and studies the problems existing in the call center from the aspects of organization management,technical management,process management and operation management indicators.It is found that the call center has some problems,such as insufficient scheduling incentive,low efficiency of quality inspection business,poor training management effect and low qualified rate of quality inspection.Finally,the main causes of the problems are analyzed,and the countermeasures to solve the problems are put forward,which points out the direction for the next work of the call center,and also provides valuable reference for the operation and management of power supply service hotline in the same industry.