Research On Customer-Value Management Principle Of Heilongjiang Mobile Call Center

The concept of call center was introduced to China in the middle and/or late 1990s. Since then, factors such as the rapid growth of Chinese economy, increasing competitions and service awareness, annually growth of telephone usage, declining telecom expense, popularization of Internet, and the influence of China's membership of WTO, have been enhancing the overall market scale of Chinese call center industry to rapidly grow by the speed of 40% Compound Average Growth Rate (CAGR) in the period of 1998-2003. In fact, the strong development, shown in this period, has been accepted and applied by more and more industries and enterprises.Under the circumstances of the fierce competition in current telecom market, this research mainly focuses on that infrastructures and operations of call center will become more and more important to key departments of advanced telecom operators, because not only call center is a new and speedy industry, but, most importantly, the growing competition of telecom industry makes competitive advantages more based on customer service instead of sorely low price as well.At present, the call center research in China is based mainly on the aspects like technical application and personnel training, which does not generate the mature operation management principle of call center. Therefore, taking into account both technical applications and telecom industry, the research provides the total solution for the call center of Heilongjiang mobile based on industry specifications as well as customer-value management framework and system ofcall center.