Research On The Service Quality Management Of XX Bank Call Center

The quality of service, which is the product of market economy, has become the focus of quality competition and even enterprise competition. Quality is the fundamental of meeting the heterogeneous market demand of different customers and maintaining the survival and development of the organization. Quality competition is not only competition for the market, but more for winning over customers. Quality of service has been the criterion of modern quality and the most important intangible asset of modern enterprises. The concept of service quality has not only become the weapon of many excellent worldwide companies to gain competitive advantages, but also the cultural foundation for their survival and development. With the development of Internet and CTI technology, call centers in our country are rapidly rising. Being the department of communicating with customers directly, the call center should consider the methods of improving service quality as top priority.This paper takes XX Bank as an example, and makes the improving service quality as research goal. It cards literature on the meaning of quality of service, evaluation models, the meaning of customer satisfaction customer satisfaction, and quality of service models respectively, by discussing the concept of quality of service. It has proposed solutions for establishing a comprehensive service system of XX Bank Call Center.There are six parts of this paper. Part I mainly illustrates the research background, significance and development of call centers at home and abroad. Part II combs the literature involved and theoretical basis of this paper. By studying the expectations of customers with consideration about the actual situation of XX Bank Call Center, Part III analyzes the key factors and critical processes, such as level of service, one-time problem-solving rate, ability to timely response to customer needs, ability to follow-up the issues raised by the customers timely, the quality of service, etc. Part IV analyzes current business needs and system structure design of XX Bank Call Center; it also evaluates future changes in demand, the impact on system design, as well as shortcomings of existing systems, considering the future strategies. Part V has built a customer satisfaction index system especially for XX Bank Call Center and illustrated its application, based on the analysis about key factors, processes, business requirements, and system design of Part III and Part IV. Part VI is a summary of complete results of the full text and it has proposed the upgrade strategies for XX Bank Call Center system.By building a comprehensive call center system, and take the advantages of the call center, the goal of improving quality of service, enhancing the good image of the bank in the minds of customers, and helping banks establish a quality brand image will be accomplished.