| In recent years, the development of the call center industry is satisfactory. Thewhole industry is booming. There are more and more industries have established theirown call center. This also benefited from their own operations and cost advantages.The call center has fully penetrated our daily life. People have been familiar with thecall center hotline also. But they do not understand well how the call center operates.After all, call center industry is different from others.Customer Service Center of company SZ, as the first call center ofTelecommunications Company, has been relatively mature and walked in the forefrontof the call center industry after nearly14years of development. There are somereferential experiences in the operating mode.At the very beginning, it was fromself-operated to outsourcing, then to self-operated again, and then to self-operatedplus outsourcing. From the artificial service to multimedia, to the media in3G era,and the whole channel service, from simple incoming service to comprehensiveservice of incoming, calling, and special seats. It has been from simply a cost center toa profit center gradually.Firstly, this paper will conduct a detailed analysis on Customer Service Center ofcompany SZ from three aspects of calling service, telemarketing and servicesoutsourcing to find out the existing problems in its operating model. Secondly, aimingat the shortage of Customer Service Center of company SZ in its operation model,combining with the fundamental operation model, this paper will propose2importantdirections of improvement in its operation model, and put forward the Specificsolutions.Last, combined with the practice of Customer Service Center of companySZ, this paper will evaluate the effect of improvement after the full implementation ofthe new operating model.Thus through the study of this paper, provide for reference of practices on thedevelopment of call center industry, especially on the scale development of call centerin telecom industry. |
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