Research On The Influencing Factors And Improvement Paths Of M Call Center Customer Satisfaction

As China enters an era of rapid economic development,there have been breakthrough changes in people’s lifestyles,especially in the shopping mode,where online shopping has gradually become the mainstream.With the emergence of e-commerce platforms like mushrooms after rain in recent years,it has become a key task for many e-commerce platforms to gain a foothold in the e-commerce market,improve service levels,and improve customer satisfaction.Customer satisfaction has gradually become an important basis for measuring service quality.As a carrier for most e-commerce platforms to directly communicate with customers,call centers have the most direct impact on customer satisfaction.In recent years,M call center have continuously improved their service quality,striving to gain more customer recognition.However,in the face of continuous changes in the internal and external environment,as well as the emergence of more and more competitors,and under the premise of increasing customer demand for services,the customer satisfaction of the M call center has actually decreased year by year.If it cannot be improved in a timely manner,it will bring huge resistance to the development of the enterprise.Therefore,it is necessary to identify the main factors that affect customer satisfaction,analyze the proportion and weight,and propose improvement paths based on the current situation of the problem.This study first combines existing data from call centers and questionnaire survey data,learns relevant knowledge,and combines previous research content from other scholars.Key factors such as company products,corporate image,service level,and complaint handling are used as starting points,and a customer satisfaction model is established using Analytic Hierarchy Process to find the weight proportions of each key factor,Refine and study the impact of these factors on overall customer satisfaction.Then,through the call center,which directly faces customers,integrate the company’s existing resources,and at a reasonable cost,based on improving customer satisfaction,promote from multiple aspects such as personnel skills,work equipment,and corporate culture to provide improvement plans for customer satisfaction.The purpose of the research is not only to solve the current problems of M call centers,but also to deeply examine the important role of customer satisfaction for current enterprises.In terms of improvement plans,in addition to continuously optimizing relevant operational strategies of M call centers,we also hope to help similar enterprises provide ideas and improve customer satisfaction.