Research On Outsourcing Service Quality Management Of JS Mobile’s Telemarketing

With the development of communication technology,the arrival of 5G era,and the implementation of the policy of carrying number to transfer network,the competition among the three major telecom operators is becoming more and more fierce.How to quickly seize the market,reduce customer churn,and in a highly saturated environment,How to create new profits in the future has become a common problem faced by operators,The competition between operators is gradually changing to service competition.In recent years,in order to promote business development,JS Mobile Company has adopted the strategy of telemarketing,that is,recommending more preferential activities to customers through 10086 telephone calls.While customers enjoy preferential treatment,it can bring income to the company and reduce the loss of customers to a certain extent.However,the operation of telemarketing will inevitably occupy a lot of manpower and financial resources.If the company establishes its own call center,it will inevitably have high investment and low return.Outsourcing call center is gradually rising in China,which also provides convenience for operators,so it is imperative to adopt outsourcing service.In outsourcing telemarketing project,every telemarketer’s behavior will directly affect customer perception.It is difficult for enterprises to add a quality inspection link to control service quality before customer experience.Therefore,service quality management is a key link in outsourcing management.At present,the outsourcing service quality level of domestic call centers is uneven and needs to be improved,and We need to strengthen the service quality through scientific and reasonable quality control.Only when the service provided reaches the expectation of customers,can we win the trust of customers,strengthen the core competitiveness of outsourcing service providers,expand the market and realize the win-win situation of outsourcing service providers and enterprises.This paper studies the telemarketing project of JS mobile,taking the service quality management theory as the basis and core of the research.After reading a lot of literature related to service outsourcing and quality management,this paper analyzes and discusses the current situation and main problems of outsourcing service quality management of JS Mobile’s telemarketing project.In the communication service industry,customer satisfaction is an important indicator and an important symbol to judge the quality of customer service.In view of the current telemarketing project customer satisfaction is not high of JS mobile,this paper analyzes customer satisfaction through 5gap model,and carries out a questionnaire survey on the reasons for low satisfaction.The survey results show that the low customer satisfaction is caused by the lack of service standardization,which also reflects that JS mobile does not effectively monitor and manage the service quality in the management of outsourcing service providers.This paper analyzes the problems of JS mobile in the management of outsourcing service providers,and in order to improve customer satisfaction,puts forward the corresponding scheme.This paper points out how to strengthen the monitoring of service quality of outsourcing enterprises,enhance the awareness of service quality of outsourcing enterprises,and formulate the corresponding reward and assessment methods,so as to promote the outsourcing enterprises to continuously improve the level of service quality,so as to improve customer satisfaction and enhance the loyalty of JS Mobile users.It is hoped that the management method proposed in this paper can provide reference for the outsourcing service quality management of JS Mobile’s telemarketing project and the outsourcing quality management of other call centers,and promote the quality management ability and management level of service outsourcing in the telecommunications industry.