A Study On The Quality Improvement Of Marketing Plan Management For Company A

In order to respond to market competition, China’s telecom operators as marketingprograms to develop new markets, an important means to retain customers. Indicators ofthe impact of marketing programs on customer perception and call centers, to carry outmarketing programs enhance the quality of research has an important role to enhancecustomer satisfaction.In this thesis, the quality management of the call center marketing programs relevantinformation, definitions, features, positioning and direction of development, company Amarketing program in the call center quality management. A communications customers4,370,000telecom operators division of the large proportion of its marketing programstraffic fluctuations, to undertake traffic and services to enhance the quality of the mainfactors affect the Company A call center. A mobile marketing program before the on-line,after all aspects of the problem, the impact on four levels of the call center. Client layer,the contents of the marketing program is not clear, the rules are unreasonable, leading tocustomer complaints; process management, the lack of marketing programs for operatinglevel, carrying a variety of problems in the call center, impact indicators smooth;employees layer to marketing programs support system, the message is not timely, thefront desk pressure marketing programs; layer of the system, there is no unified businessmanagement system to hold, prone to leakage, late problems, inter-departmentalcommunication costs, low efficiency. Through enhance the quality of collaborativemarketing programs based call center management, proposed four measures to CompanyA marketing program management to enhance the quality, ie: a sound organizationalstructure, quality management platform to establish marketing programs,"" critical controlpoint setting process management indicators and create an entry security system "toenhance the quality of the marketing program management. A company implementedmarketing program management quality improvement strategy, call center indicatorssteady improvement, a steady decrease of the hotline artificial demand for their services,the quality of customer service increased month by month, the project to achieve thedesired objectives.