Service Product Design For Call Center System Integrator

Follow the step of communication industrial development, Call Center has become the one of most important channel which tightens integrated into our daily life, and it acts as interaction, service provided and sale's channel of Government, Corporation and individual. However, Call Center are based on complex CTI technology, be using to deal with the all kind of needs from individual, Corporation and Government, that means it is not an easy thing to building and operation it in well. In order to against this challenge, the owners of Call Center are rather to subcontract its building and operation process than do it by themselves, the result of this trend create a new service marketing for Call Center System Integrators. Nevertheless, run short of experience and such service product design method instruction, many of Call Center system integrators have no idea about how to design the call center service product.The thesis aimed to provide a call center service product design method which meets the customer needs, with stand on call center system integrator's angle. With helping of the method, system integrator can design call center service product to satisfy marketing needs and hold the potential opportunities.The thesis includes four chapters. The first one introduced blackguard of call center and its building and operation service marketing development status, and the challenge which call center system integrator facing on service product design. The second one expounds the method of how system integrators design the call center service product. The third chapter introduces the practice result of the method. The last chapter gives a summary of the thesis in the end.