Research On Customer E Contact Center's Lean Management

In recent years, the customer e contact center has gradually become an important part of the customer relationship of management, the enterprises use it to solve the service problems, improve the service efficiency, and win more chances of sales. But its operation and management level are facing a new challenge, After the deep research of the TPS of the Toyota and the KOS of the Kodak, I think it is clear that customer e contact center has lots of features, such as centralized management, convenient inTableation collections, high numerical management, etc, these features are very suiTablele for the thoughts of lean management in lean production and their practical use operated by TPS and KOS.After an overall studying of the challenges which the customer e contact center is now facing of, I consider that to operate the customer e contact center need a series management knowledge and the related management fields knowledge, including consumer psychology, marketing channel management, service and marketing, human resource management, numeral management, quality control etc. The traditional experience management can no longer adapt to the change from small scale to super large scale, from the sTableility business to the quickly changing business, from the passive service to active the service, from the artificial management to the numeral management, from the system management to the cultural management.In my opinion, changing the traditional experience management into the scientific management will promote the usage efficiency of the customer e contact center. I have worked on this area for more than ten years, exploring the scientific management through practical management, finishing my MBA education, studying the lean management knowledge, making efforts to try and expand. Through the combination of different practical works, the lean management has approached a great accomplishment.The contents of customer e contact center management is containing the service marketing, personnel's management and service to automate etc. for the sake of the outstanding point, this dissertation will just discuss several aspects that the combination of the core parts of the operation and management and lean management: the service level contact management, human resource management, management of the business process, and quality control management, the reason of choosing this several parts to discuss is that the cost of labor has been proved that over 60% cost of all it take in the center's operation in aboard, the domestic is along with the rise of cost of labor and it also exceeded to 40% in the whole cost, if this problem is solved, the main problem of the management of customer e contact center operation will be solved too.The subject of this article is the central management layer of the customer e contact center.. As the time of opening an exhibition service marketing is short, some local business enterprises are facing many problems in operating the customer e contact center, for example: how to transfer the old channel to a new one; The customer is latent to serve to demandingly bring after facing various services to provide a choice of serve impact; The cost of contract center service expends to continuously increase but the its service marketing effect be hard to use the perplexity of numerical valuation; Business enterprise use new channel usually face with telephone can not be connect impassability, mail have no response, the service contact feeling bad, the problem can not be resolve, the sale strategy can't communicate completely, customer leaves after using a new channel etc.; this a series of problem harassment business enterprise, carry a camp the governor loves and hate to the new means, don't know how to produce result. Aiming at above problems, this text is at the sake of promoting the management efficiency, cutting down the output marketing effect own in the luck camp process of the luck camp cost. And concentrate the discussing on how to promote the customer e contact center's management level according to the five biggest core contents of lean management.