Sc Call Center Key Aspects Of Customer Satisfaction Strategy Study

Nowadays, the development of call center has entered a mature stage; this new type of customer contact has gradually become a way of the modern enterprise and innovation in the field of marketing and development trends, which has greatly facilitated the ability of enterprise sales, service levels and enhance the competitiveness of enterprises.SC call center functions as the largest customer service platform of its company, focus on the customer service for the 33,000,000 clients in Sichuan. As the largest service window, the level of the customer satisfaction will directly impact on the company's overall customer satisfaction. At present, SC call center customer satisfaction is in the leading position of the communications industry, and also is the benchmarking of the call center industry. In the face of pressure and the development of competitive pressures, forward-thinking and in-depth study for customer satisfaction is necessary.Based on present basic condition and the developing trend of the call center profession, combined with SC's call center industry background, the paper put forward a study of the subject and significance. Reviewing and sorting on the basis of customer satisfaction theory and the combination of characteristics of the call center industry and research, the author identified the key section of the call center, and put forward a model of call center customer satisfaction and constant table and scale for the whole industry. In the application of TOC theory, the author found the satisfactory research route and the method for each single section of call center.According to the study of the theory and empirical research, to the key section of SC call center, the author has systematic analysis of the"restraint point"and brings up the corresponding strategy. Such as: bring up the new method of traffic forecast and skill adjustment strategy to enhance the through rate; eliminating the services with which customers are not satisfied, early-warning management, risk management services; in the innovative services section, develop the e-channel ,multi-channel coordination and service marketing innovation.The essay aims at giving pragmatics significance to SC Calling Center's upgrading of service level, and provide the practical application of strategic significance to deal with more intense competition. It will give reference value to SC Calling Center and other service industries.