| With social development and advancement, marketing concept is gradually changing, today the marketing concept of enterprise uses customer demand as starting point, that is to say at the same time of pursuing maximization of customer value when enterprises are pursuing profit maximization, achieving win-win of both enterprise and customer. Call center is one service system of comprehensive information based on base technology of computer technology; it combines communication network, computer network, and the most advanced technology in field of information as well as enterprise all in one. Its emergence uses the advanced science and technology means to meet customer demand, so that it can increase success rates of enterprises in distribution and realize the value maximization for customers.Call center is also regarded as customer service center, it came into being in the1970s of20th century and appeared in America, it is one entity receiving and sending out call for customer service, marketing, technology support and other certain business activities. While China produced call center in1990s of20th century. Industry of call center is quickly developing and its overall market scale keeps at increment speed over30%, it also covers almost all the high-end service industries such as communication, bank, aviation, railway, insurance and government etc. The call center of China gradually developed into new and high-end service industry by the model of industrialization in2003. At present, the call amount of China amounts to hundreds and thousands of numbers, it gets extensive development in each industry.The extensive application of call center also accelerates the competition among enterprises, if they want to win customers and competition, they have to provide service to customers exceed their expectations. If its emergence has improper management and love service level, it will inevitably enable some enterprises lose some customers and cause losses to them. Therefore, under the condition of increasingly competitive market competition in the current, its emergence becomes mostly important; it is one topic that every enterprise concerns.This thesis firstly analyzes its concept, composition, caller center and the influence on development of national economy, then it points out that it has better development prospect in China. Secondly, it analyzes development process of call center, its current development state in China and carries comparison and analysis for its development in China and abroad for the problems existed in call center industry, finally finds out the existing gap and problems of China compared with that of developed countries, people assume its future development in China and propose relative suggestion for its development direction. In addition, it also puts forward that we should enhance its development level by aspects of establishing its industrial target, enhancing its management and operation level, digitalizing call center, promoting small-and-medium sized enterprises to establish out-sourcing call center, accelerating its industrialization process and perfecting establishment of relative laws, regulation, actively absorbing advanced experience of China and abroad to achieve high-efficiency operation of call center and finally enable it’s industry can maximally meet customer demand, increase customer satisfaction and success rates for enterprise distribution, so that strengthen competition superiority of enterprises. The study outcome of this thesis can provide reference for call center similar to service enterprises to enhance their core competition.It can realize high-efficiency operation of call center, finally enable call center industry to maximally meet customers demand and increase their satisfaction, and enhance success rates in distribution, so that strengthening competition superiority of enterprises. |
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