With the development of social productivity, the idea of marketing has evolved fromthe idea of manufacturing, production and sales promotion to today’s idea of sales marketingand social marketing.In recent years, China automobile industry has been developing rapidly, and has beenranked the world’s largest automobile market for4consecutive years since from2010. In2013, the market sales were nearly22,000,000vehicles. The auto has become a hugeindustry chain, so its customer service and marketing innovation has more requirements. Thecustomer call-center is becoming more important for every automobile manufacturingenterprise. Customer call center, is to strengthen the communication with customer toautomobile enterprises, improve the quality and efficiency of service, an important means toimprove the market competitiveness of enterprises and products brand. At present, basicallyall the major auto companies have built call center system, many hundreds, even thousandsof seats, little criterion a few seats.The construction of Call Center aims to advocate customer relationship management.Using technology and management method of science, Call center raise customersatisfactory and loyal raise sale success fully, actualize customer value.This paper analyzesthe current business situation of call center in YQJT company, aiming at the dispersedbusiness and low customer service level and ability, which can’t meet the growing customerdemand to support the company’s now and future long-term brand strategy effectively, putforward the implementation of integration strategy, play a force through the integration ofinternal resources, advantages, the scale on the basis of, implementation services to upgrade,to pursue the maximization of benefit&cost, general to build a unified corporate customercall center system design, including the design principles, development strategy, architecture,business functions and management methods. At the same time, in order to make the systemcan to achieve efficient landing, and the corresponding countermeasures are proposed fromfour aspects of concept, organization, technology, cost etc..This paper is based on the "YQIJT building a unified customer call center project"design. For the call center, whether can achieve the established strategic goal, whether cansend function of its strategic positioning due, operation management is very important.Scientific management system and operation management process will greatly enhance the productivity of call center. This is also the focus of attention in this paper, from the humanresources management, operation analysis, quality management, schedule management, sitemanagement and other aspects in detail. |