A Research On Team Knowledge Share And Team Construction Of Calling Service Operation In Mobile Communication Industry

As one kind of brand-new service manner, calling service operation (CSO)has been entering into the second fast development in China. Being an important means to improve the quality of service, CSO has been gradually changing from "cost-oriented centre" to "profit-oriented centre".By implementing the survey of staff pressure and satisfaction in one of call centers of China Mobile Group Guangdong Cooperation (GMCC), it is found that: Firstly, 67% of employees feel stressful; one of the stressful sources is workload (23%), the other is training and examination (22%).Meanwhile, the rate of first call resolution is only 80% and real-time service satisfaction is 90%.The pressure from workload and training results in lower staff satisfaction. In the other hand, the rate of first call resolution and real-time service satisfaction get potential to be improved. How to solve the two aspects of conflict without increasing business investment?This thesis will analyze management of teamwork and knowledge share on the basis of the survey. It is found that team knowledge share and team construction are the key factor to solve the above problems. The topics of how to minimize staff stress and maximize service efficiency by team knowledge share and team construction are sequently discussed.It is hopefully to achieve goals such as the followings:1)Higher effect less stress: by building efficient network of knowledge and setting up leaning groups to carry out team knowledge share, improve operation efficiency and reduce staff workload and pressure from examination, so that service quality will be improved.2)Cohesion: by taking specific aims, communicating thoroughly, coordinating broadly, and agglomerating the unique culture, so that staff stress will be reduced; staff satisfaction and customer satisfaction will be improved.