A Research On Operation Management Of H Company Technical Support Call Center

Due to the advance in computer and communication technology, businesses'Customer Relationship Management (CRM), of which the call center is a critical component, has relied more and more technology to meet customer needs in order to become more competitive。In the Call Center, staffs provide customers with various services by phone or via face-to-face communication。Since customer relationship may influence profits and growth of the company, the quality of the call center becomes a key factor of successful CRM and may influence the growth and success of the company。In this study, a case study based on in-depth interviews is conducted to investigate Operation Management of the H Company Technical Support Call Center。The customer service call center to be advantageous to helping company and customer to build up trust to depend on a relation and keeps to cooperate over a long period of time and carries out the double win between company and customer。Compete environment in the market of vehemence under, the call center also needs to carry on carrying a camp management research, and carry on the devotion that KCRP and the luck camp management process keeping on are just excellent to turn, but should not depend on funds to push the development of luck camp in the call center management。The call center of H Company passes excellent the measures like adjustment, etc of strategy turning using of resource and luck camp Be good to carry out the target of raising customer's satisfaction under the lower cost devotion.