| With the development of society and economy, great change has taken place in the golfmarket environment. Reagle Business Technology Co., Ltd. is thus faced with fiercecompetition and challenges from lots of competitors. As a company possessing the largestscale in the domestic golf industry, Reagle is also the first company creating a7×24-hourcall center, which enables its quality system of more research value. In addition, in order togain competitive advantages in future market and achieve the purpose to enhance the corecompetitiveness, we must resort to improving product and service quality, and relying onservices to promote the brand image ultimately.On the basis of the research on Reagle’s call center service quality management systemincluding background, current situation and characteristics, and the deep analysis of existingvoice services platform, quality testing, service remedial measures customer complaintsmanagement and personnel management, this article provides some reference for Reagle toconstruct an more scientific service quality management system for call center in the future.Secondly, in view of the current situation of call center service quality management system,we put forward the improvement scheme for service quality management system includingdividing the service quality management improvement system into four parts, namely,Customer service management subsystem, Customer Relationship Management Subsystem,Personnel management and Training subsystem and Service quality following system, andrespectively make some improving suggestions for these four subsystems. Finally we make ananalysis of the feasibility and expected effect of the whole improving project.Through the researches above, we seek for innovations and breakthroughs in the theoriesof golf service quality management. And we also try to establish an new customer-orientedservice quality management system to provide related reference and guidance for golfindustry. |
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