The Application Of Data Analysis In Operation Management Of Call Center

Domestic call center development until now, software and hardware technical support basically and foreign call center flat, methods of management also follow the foreign call center management mode, but in a different environment, different business, blind borrowing management, call center management lost the role and effect.With the proposed concept of "big data", data analysis also began to hot up, call center in the inside of enterprise, master than other departments more data resources, more and more of the call center managers also noted that this, and opened in call center using the methods of data analysis, some call center also set the corresponding data analysis of the Commissioner position, some please call center in the industry experts to guide training. Although a lot of call center and not the actual business data analysis method and the call center combination, can not really play the value of the data analysis.In this paper, on the basis of reading of literature, this paper introduces the current stage of call center data analysis method, a call center, the operational management of the status quo and existing problems are introduced in this paper., combined with the method of data analysis is how to promote a call center operations management in terms of performance appraisal, marketing, staff management and process optimization.