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

Call center was part of service and it is developing quickly recently.The scheduling management and call center's real time management to improve call Center's capacity is becoming more and more important than before.However there are only a few documents focus on this field.The writer is trying to introduce and analyze a big call center's operation management on scheduling and real time management by using Erlang_C tool and CMS(Call Management System) tool,and combine it with several years' working experience in call center.With the development of retail model and channel model,Consumer customer will be the main portion in the future and they requested easy and timely service. Service requirement from customer is becoming more challenging.Original call center's schedule model is too simply to satisfy customer and control operation cost. D company call center migrated scheduling model to Erlang_C model to do schedule management and continue to optimize call center's schedule.Process for flexible backup resource is mature to support peak call requirement.To align with D company's strategic changing,call center is trying to use more and more outsourcing call center resource to cut down operation cost while maintain same service level.This paper includes five parts.Charter One,Introduction.This section mainly introduces service operation management,Erlang_B and Erlang_C model.Meanwhile introduces the researching content and method in this paper.Charter Two,D company TS(technical support) call center's operation management model.This section mainly introduces the current process,operation KPI,supporting customer type.Meanwhile introduces call center human resource structure,main hardware system and software system.Charter Three,D company TS call center's details operation.This session mainly introduces relative effective operation to support different customer,different call,call peak period and call idle period.And the writer provide several example of call forecast,schedule management and real time resource management to improve service level,as well as disaster management. Charter Four,Evaluation on D company TS call center operation management. This session evaluate call center's KPI improvement,do analyze on the current operation model's advantage and weakness.Charter Five,Summary.The writer summarize highlight items of D company technical support call center's operation management then with the view of new model to align with future call center business trend,it provide a profitable way for reference.