A Research On Risk Management In Electronic Channel Operation Of CZ Telecom Company

The rapid development of information technology has brought earthshaking changes to the society, economy and culture. People’s life is becoming more closely connected to the Internet; network applications are galloping ahead; telecom operators are sure to construct and invest more into electronic channels to avoid being sheer data pipelines. Meanwhile, considering the increasing customers and products, the conventional channels of telecom operators has failed to meet their customers’ needs, so naturally developing the electronic channels becomes a must.The E-channels of a telecom company being the subjects, this study concentrates on the risks of online business halls, business halls for mobile phones, self-service terminals, telephone hotlines, Internet distribution and instant messaging services, and gains risk assessments by Delphi method and overall assessments by comprehensive evaluation method in order to make specific analyses on all kinds of risks involved and further figure out risk control solutions.This study has also put risk control solutions and measures in practice, analysed the effects and potential problems, and suggested possible improvements. Although there are some deficits in this study, it has provided a new method and idea to the risk management of electronic-channel operations.