Q Bank Call Center Operators, Resource Optimization And Implementation Of The Study

With the rapid development of the call center industry, customer service of call center in domestic bank has developed into a multi-service, multi-skilled model from a single skill or a few business one. The customer hopes quick, correct and good service experience.To meet customer expectations, the domestic banking call center managers have been required a higher operational management level, and that is how to use the limited operational resources to deal with the expanding operational scale, maintain and promote customer service experience. The paper takes" the research of Q bank call center operational resources optimization and implementation "as theme, combines with optimality theory and business practice, focuses on how to use optimizational management practices to help enterprises solve operational problems under the current operational resources conditions.Firstly, this article analyzes these operational problems from the following aspects: limited seats resources, inadequate human resources, unbefitting system support, cumbersome service process, single service channels and so on. It causes termination rates continue to low.Secondly, aim at the actual state of the operational resources in the Q bank call center, the study establishes a connection rate optimization model. From three levels such as to improve staff's productivity, to reduce average call time and to reduce the amount, it expounds how to use the model to optimize the operational resources management ultimately under the luck operational resources conditions, thus to promote connection rate steadily. Among them, for increasing personnel capacity, use optimal method of seat resources and human resources; for reducing average call time, use optimal method of system resources and service process; for reducing connection amount, use optimal method of service channels; and the establishment of early warning mechanisms and contingency plans, will be cope with a variety of emergency situations causing the sharp fluctuations.Finally, by studying the results about optimizing operational resources in the Q bank call center, the thesis founds uptake rates optimization model can achieve the optimal allocation of operational resources, and be better able to solve the operational problems in domestic banks call center.This treatise research can provide some reference information for domestic call center operational management. Especially, it has a guiding value for domestic bank call center operational management.