Call Center Staff That The Study Of Analysis And Control

Nowadays companies are facing unprecedented heat competition in Chinese service industry. To deliver better customer services becomes one of critical factor to be a winner on the market. Apart from sales department which traditionally has played major role on attracting new customers, Call Center, as a window of the company, is now becoming more and more important. High employee attrition rate and bad management of call center could make your customers leave and in turn bring irretrievable loss for your business. Therefore, strategic positioning and good management of call center are on board's agenda. In china, how to build up a call center to meet strategic plans of business subject, how to increase the efficiency and effectiveness of call center and therefore increase companies'competitive advantage has become a popular research topic within the field.The aim of this thesis is to give a solution on repositioning of call center of XX Corporation by analyzing its existing problems, market situation and also combine with international experiences. It is hoping to save call center's hiring cost, training and to increase the core competitive advantage of the company and to improve the efficiency of its operations. It is also hoping that those service-linked business subjects in similar kind would find it helpful on their call center restructuring.