| Call center first appeared in Nineteenth Century in western countries, in the early 90’s in Twentieth Century in China, and the first in the telecommunications, banking and insurance industry to form a certain scale. China has been promoted and widely used in various industries and fields.Facing the huge market potential and the fierce market competition, the key to the development strategy of the enterprise. In the past year, the world economy faces many difficulties, the European sovereign debt crisis intensified, the U.S. economic recovery process is also very slow, in the global economic integration increasingly close today, China’s economy more or less affected, the economy downward pressure increase, restricted the development of industry, enterprise competition and other are enterprises need to face the problem. Facing the complex environment and the fierce competition, how to make the enterprise, and even the survival and development of a department are all the questions need to ponder.This paper will be based on the reference of domestic and foreign research of strategic management theory, the use of SWOT analysis, to the Metlife Insurance Service Center of the internal and external factors of analysis: external advantages for the development of call center is national policy tendency development, insurance industry development trend is good, development disadvantage lies in service mode is more and more assimilation, cannot value; internal because of the advantages is that the attention of the company management level, to customers for the height of the positioning of the core values of the center, the disadvantage is that inconsistencies within the Department personnel service, talent loss rate of higher aspects. Therefore, the customer service center should focus on its own advantages and disadvantages, formulate the corresponding development strategy, strengthen personnel management and training, the implementation of the company’s core values, and promote professional. |
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