Operating Efficiency Promotion Strategy Researc Of China Unionpay Customer Service Center

The vast majority of call centers all want to pursue the improvement of service efficiency and quality of service, while operating in a relatively limited resources premise, through the development of a series of optimization measures to improve operational efficiency and service levels in order to improve customer satisfaction,maintaining the company brand image. Thus, for call center executives, the development of rational operation optimization strategy is the most important part for the continuously improving of operational efficiency, maintaining quality of service and ensuring the service levels and improving call center productivity. In this thesis, starting from the practical difficulties faced by China UnionPay customer service center, using optimization theory, time sequences and other methods, through specific practices,focusing on China UnionPay continually maintaining the call center efficiency by using optimization methods under relatively limited resources during the rapid development of business and the large amount of accelerated inbound and outbound calling volume.This paper first describes the current development of call centers in China’s financial industry, and then specifically describes the practical problems faced by China UnionPay’s customer service center; enhance the significance of the company’s operational efficiency. Subsequently, the author deeply analysis the existing problems of the China UnionPay different aspects, such as content of services, staff resources,headcount allocation, service procedure, service channels and etc. From the rational allocation of seats resources, increase employee productivity, shorten the average length of calls and diver calling volume four aspects, exploring the realization of optimization measures to improve operational efficiency and achieve service levels stability. Among them, regarding the problem of lack of resources of the agent solving by increasing seat properly and accelerating the construction of sub-center; regarding improving the productivity of employees, solving by accurate scheduling and introduction of piecework evaluation; regarding shorten of the average length of each call, solving by develop and establish various services channels; Meanwhile, China UnionPay customer service center has also developed emergency plans, thus could handle emergencies more efficiently, and dramatically reducing its impact on service levels.Finally, this paper by analyzing the implementation effect of the efficiencyimproving strategies of China UnionPay customer service center found that the above series of optimization measures could help improve service levels, and achieve improvement of operational efficiency. Those optimization methods mentioned by the paper could be the reference for related industrial service center for solving similar problems.