Optimization Study, Based On Customer Relationship Management Call Center Operations Of Shipping Companies

The international financial crisis continues. With increasing competition in the container transportation market, the traditional companies are constantly packing the transportation industry through information technology, the help of e-commerce development, and gradual strengthening of customer relationship management attention. Call Center is the interface of company and customer in customer relationship management. It is more important than ever to focus on customers. Call center can retain customers and seize opportunities to attract more customers. Company will create value-added services for customers through high quality service levels.Call Center in the domestic container transport industry is in a stage of development, companies such as COSCO, Maersk upgraded their call center from the early simplex manual services to Interactive Voice Response System(IVR) with manual services. In 2008,0 Company upgraded call center in Shanghai Branch for pilot. The original simplex manual hotline upgraded to IP-based call center with IVRThe thesis studies the construction of 0's call center, regular operation and the problem solving. Based on the researches before, the theoretical model is constructed. By using empirical analysis in the form of questionnaire, we study the structure, impact and relationship among the IVR and Customer Personal Code system. And 194 questionnaires are collected in this research. Using SPSS17.0 statistic software, data are analyzed and hypotheses are examined. In data analysis, some traditional statistical methods, such as project analysis, reliability analysis, exploring factor analysis, descriptive statistics analysis, correlation analysis, regression analysis, Independent-Samples T test, one-way analysis of variance and so on. We study Perceived Usefulness(PU), Perceived Ease of Use (PEOU), Cost and differences in customer base will affect customer's behavioral intention and behavior of 0's call center.Our main conclusion as follows:(1)The more PU, PEOU and the less cost, the higher intention and frequency of use for call center.(2)Differences in customer firm characteristics will affect their sense of identity on the PU, PEOU and cost.(3)Differences in customer personal characteristics will also affect their sense of identity on the PU, PEOU and cost.Based on the conclusions, call center optimization solutions were proposed for IVR and Customer Personal Code system. The proposal will improve the operation level of the call center industry in the domestic container transport.