Knowledge Transfer Between Call Center And Other Service Sectors Within The Cooperation:in The Perspective Of Social Capital Theary

Call center is a platform provided for customer and enterprise communication, it is a window for understanding customer requirements, accepting customer complaints and comments,it is a system built for better and quicker customer service. The concept from western to China is aim to provide better service for old customers and obtain new customers by using hi-tech techniques, and improving its practice of customer relationship management. The establishment of call center platform can help enterprise to collect information of customers, quicker react to what customers need,provide professional service, as well as cut down operational costs. To achieve these goals, enterprises with financial ability choose to build its own call center.The centralization of call center starts from around2000in China, the aspects of organizational structure, operation process and personnel management has been fully developed, but in its operation, there are still some contradictions and problems to overcome with. In the management of the personnel, there are higher staff wastage rate industry problems in call center’s daily operation and also customer information loss or inaccurate problems. Therefore, this article aims to go into the internal of call center, understand the cooperation between departments and their business process, expect to find how they work with each other, then understand the knowledge transfer opportunities, motivation and ability between departments, analyse the influence of knowledge transfer between departments with high structure level and high relationship level.In this paper, we employ multiple case studies to explore question that how characteristics of social capital affect work fit, study the knowledge transfer activity. Based on a review of related literatures,we the established the first concept mod el. Four enterprises as:Z company in the express industry, D company in the communications industry, J Bank and X company in financial industry are choosen as our research objects, through case study analysis and cross-case analysis, we constructed the comprehensive model of knowledge transfer between call center and its supportive departments.The mediating role of knowledge transfer are verified in this research.The main results in this research are as follow:(1) The process in the call center mainly require explicit knowledge, thus it is the main point and the difficult part for call center to transfer tacit knowledge into explicit one;(2)the higher structural dimension of call center can improve the employee’s knowledge transfer opportunity, power and ability in the call center service delivery process;(3) the higher relational dimension of call center can improve the employee’s knowledge transfer opportunity, power and ability in the call center service delivery process, amongst all, the financial industry is much higher motivated than non-financial industry;(4) the higher cognitive dimension of call center which contains similar values and agreed target-orientation can also improve the employee’s knowledge transfer opportunity, power and ability in the call center service delivery process.As this result shows, the financial industry and non-financial one are slightly different in the category of the knowledge transferred. Both sides of the enterprises involved are also different, and the financial industry enterprises have higher demand to call center personnel, so they have higher professional knowledge but lower personnel liquidity, which is more advantageous to the call center department work to maintain and improve the operation performance.