| In the end of2012,the key words quality and efficiency are specially mentioned in the annual conference of those three telecommunications operators which is totally different from emphasizing scale of development in previous years. While to improve the development quality and enterprise benefit used to be laid the first of eight key tasks of the year of2013in the conference of the Ministry of Industry and Information. It will be an indication that quality and efficiency will be the gripper of the development of telecommunications industry in2013, A branch, China Telecom put forward the strategic requirements that we need intensive operations, team viewer and automation instead of field supervision or manual work under the premise of focusing on develop quality and enterprise efficiency. This requires team work and smaller combat units for all kinds of professional managements so that we could improve enterprise efficiency by management innovation.The center of customer service is responsible for10000customer service system"s construction, operation and service work in A branch, China Telecom.It mainly provides the following services:related business and services of A branch, China Telecom, business consulting, business queries, dealing all kinds of barriers and collection of complaints and suggestions and so on. The channel of the service mainly include manual and self-service of10000hot line, mutual aid platform of10000knows, online business hall/CT client, online customer service of IM, microblog and email and so on. At the same time we are continue exploring the new channels for the development of the mobile internet. So far our service is still based on telephone and self-service provided by the call center, In recent years, with the expansion of users in the A branch, China Telecom, the workload of10000hotline is also increasing. But the member of ZDNet cannot be fast increased limit by the cost. In order to guarantee the ability and level of service to meet the demands of the users, we have to do process optimization, decreased the ratio of manual service and shorter call duration so that we could balance the demand of manual service with the increased members of users.This article is based on related theory of BPR, combined popular users’ perception element in the field of mobile internet and both use qualitative and quantitative analysis in the research. The whole text is divided into six parts.The first part introduces research background, research significance, current research status of BPR at home and abroad, research thinking and approaches. It also introduces innovations and shortcomings for this research.The second part lay the emphasis on the emergence and development of the theory of BPR. The relevant modern and methods for BPR is also included. User experience principle is also simply described.In the third part, the history of the development and current status will come into your view. It also analyzes the problem existed in the current process of A branch and put forward the necessity to the BPR.The forth part set out the specific modern, approach and procedure for BPR in the call center of A branch, China Telecom. It also gives out the new BPR design scheme.The fifth part introduce the project to ensure the smooth implementation of the BPR in the call center of the A branch. Some achievements are also introduced.The last part summarized the BPR and proposed research prospects for the call center of the A branch. The innovation point in this article is:In the previous year China’s telecom industry focuses more on building and operating process than customer service. This paper chooses the service process of the A to study the service process, closely combined with my own practical work, solved the plight came out in the development process. And it also grope one set scheme suitable for the call center of the A branch. This will provide the reference for later. |
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