A Study Of Construction And Management Of Enterprise Call Centers Based On Coordination Mechanism

Call Center plays a more and more important role in an enterprise. At the same time, its applying potential is also being dug out continuously, which is one of the most effective ways to improve the competitive advantage of the enterprises. This article puts forward the ideas and countermeasures of the management mode of the ICBC(Industrial and Commercial Bank of China) Credit Card Call Center and especially highlights the specific planning scheme and implementation methods which can improve a Call Center by an analysis of the ICBC Call Center and its existing problems and causes with Collaborative Learning Theory tools.Nowadays, there are numerous problems in the Call Center of ICBC, among which include the difficulties in personnel management, the block in staff promotion, the overlong demanding time of the system and the singleness of services. As for the reason, it can be traced back to the obscurity of the intention and the imperfection of the flow system which impair the efficiency of the Call Center.The goal of ICBC Credit Card Call Center is to establish an international first-class customer service center. Meanwhile, according to the concept of collaborative management, The Call Center commits itself to the favorable hub and performer which can improve the relationship between ICBC and its customers, by turning short-term customers into long-term customers till they become loyal customers of ICBC.The types of Call Center become more and more, from customer service to product sales, from convenient services to outsourcing services, illustrating the richness and universality of Call Center positioning. From the Call Center industry development perspective, such media as the industrial communication meetings, professional journals, professional websites open a convenient door for professional exchanges. Therefore, it's a long-term work to establish refined, mature and systematic Call Center management. And the following aspects of work must be done:In strategic management, the Call Center proceeds with the socialization process of its strategic management, formulates reasonable development steps and development plan according to its own environment.In operation management, the Call Center will establish a complex and scientific system according to some basic rules to follow, by the use of which the Call Center management can be rule-based and "law"-based.In human resources management, the Call Center will form a reasonable evaluation operation system and personnel training system. In order to give full play to people's subjective initiative and realize the organizational objectives of giving full scope of talents, making things right in person and personnel fitting, appropriate guidance, control and coordination must be done on people's thinking, psychology and behaviour.In motivating and evaluation, incentives are mainly to establish target evaluation system and to take strong incentive measures to strengthen incentive effect; in the evaluation, to form a scientific performance assess index, professional evaluation team made up of leaders, experts and managers can be organized to evaluate Call Center management performance regularly.