KPI-based Shenzhen120Call Center Upgrading Project Design

The rapid development of modern IT industry to bring a lot of convenience, the call center has become an important part of various industry sectors. As a representative of the new service model, the call center is based on phone, fax, computer, communications, office equipment in one of the interactive business systems, a full use of existing communication and computer technology, the new modern way, it can customers to establish good channels of communication to provide quality services to adapt to market development. Strengthen the modernization of management of call centers, not only to enhance the level of performance of the business sector, while the significance of enterprise system integration services to establish and expand the supply chain management major.In this thesis, in order to improve call center service levels and user satisfaction is the goal of this study, starting from the basic theoretical concepts of KPI-based call center, call center development in related areas, summarizing its role and impact in the industry. Fully integrated with the practice, in-depth analysis of the120call center in Shenzhen, services and systems in various key performance indicators, a clear key performance indicators evaluation system in the call center of great significance and role, and for the Shenzhen120the realities of the call center KPI key performance assessment indicators system to build the call center upgrade program to improve the overall call center operations management efficiency.Studied in this thesis Shenzhen120call centers to the strategic objectives-oriented KPI performance management system upgrading, explore the direction of reform of the call center performance management, call center operations management level and performance level of management, and promote call centers reform and development of a positive reference. In addition, this paper combined with the current level of economic development and call center development, put forward proposals and measures suitable for the development of call center.