Huaxia Bank Call Center Customer Satisfaction Study

The competition of modern enterprises changes from the competition of quality and price to the competition of service level. Service becomes the focus of competition, and customer satisfaction becomes the very important standard to evaluate products and services.As the gateway to customer, how to improve customer satisfaction degree is a problem that every call center manager should face to.The object of the paper is to improve the Huaxia Bank's service level of the call center. Considering the factors that affect customer satisfaction and the specialty of the call center, a set of evaluation indicators system is designed in the paper. And then, the paper brings to bear quantitative analysis and analyzes these indicators. At last, depending on the evaluation indicators, the paper estimates the call center system of Huaxia Bank.This paper has five parts. In the first part, the paper talks about the research background , meaning and content. In the second part, firstly analyze and design the call center system., and introduce the main subsystems. The next part is the important part of the thesis. In this part, introduce the definition and model of the customer satisfaction, put forward the customer satisfaction index and apply the fuzzy comprehensive evaluation testing the customer satisfaction degree of call center system. The fourth part estimates the characteristic of the system. The last part summarizes the scheme and introduces the implement and running situation of the system.