The Research On Service Ability Improvement Of The State Grid Customer Service Center

Call center first emerged in the mid-20th century in American and European developed countries, forming a huge industry. It came into our country in the late 1990s with very strong momentum of development. It is widely used in banking, insurance, telecommunications, home appliances, municipal and other businesses and has created a new great impetus for our management modernization, resulting in great economic benefit, social benefit and management efficiency. Along with the electric power system reform, the supervision of power supply service more and more. China State Grid Corporation deeply aware of "High quality service is the lifeblood of the national grid" concept. China State Grid Corporation incorporated customer service center at the national level on Aug.15,2012 for unified customer service platform and provide more standardized, efficient and quality service to achieve the 95598 customer service operations nationwide centralized operations. China State Grid Corp committed to bring the center into the world’s largest and most versatile, highest efficiency of public service platform, to enhance the "national grid" brand value and reputation, to fulfill the social responsibility.By analyzing the current situation of all business focused on the national grid operation of the customer service center of the whole network, using SWOT analysis to do comprehensive analysis of internal capabilities and external environment factors, and research on the development mode of the existing problems, development direction, improve service ability how to make it into the companies wealth and become the competitiveness of companies. This research conclusion and management advice has the reference value of how to improve service ability to the national centralized mode state grid customer service.