The Study Of Service Value Improvement In The Gansu Unicom Customer Service Center

With the rapid development and wide application of information technology, communications operators provide products have tended to homogenization, the enterprise has only to provide more value to customers than other competitors, that is excellent customer value, it may maintain the good old customer base, develop new customers and to continuously improve customer satisfaction and loyalty, to maintain sustainable growth and profitabilit, thereby in competition remain invincible. For this reason, innovate customer service experience to further improve customer loyalty, in order to maintain market share and achieve service value, has become the communication enterprise formation of differentiated competitiveness and influence of the user to select a key factor. At a customer-facing and intranet services, customer service center (hereinafter referred to as the call center), contact and communication point of the mass of information between enterprises and customers, but also customer perception of their access to services and the cost on service utility to make the overall evaluation-that is, to achieve an effective carrier of the customer value through customer satisfaction by providing high quality services; improve service value to reduce the total costs and increase profits; feedback and application of effective transmission of information through the service process, and optimize enterprise internal management system, to promote and improve corporate image, increase brand influence.China Unicom of Gansu province is the communication enterprises, was established in1999as the carrier of the10010customer service hotline, providing call center. In this paper, using the management theory,combined with the company’s actual operations, internal service quality to protect the key link analysis, Gansu Unicom call center operations status and problems in terms of the effectiveness of personnel management, process management, informationization advancement analysis,and proposed improvement strategies to improve the quality of call center services and ultimately to enhance the value of services; also provide some useful reference for the development of customer service center in the same industry.