H Call Center Operation Management System Optimization Research

With the intensifies of communication's market competition, as the contact with customers, the call center which communicating and providing services to the platform, can help enterprises to retain and get new customers, control of the market resources, improving the competitive position. Therefore, enterprises have paid more and more attention to the call center's building and put forward them higher request. The enterprise must seek a new marketing channels, let the call center that previously only has service function take a transformation to develop customer care, customer retention, online marketing, market research and other business, then have development in the intense market competition.H call center is a part of a well-known communications operators, its business only involving the services and support, which belongs to the typical cost of a call center, existencing a few of problems, such as positioning?single service means?no—smooth internal process and so on. According to many years involved in the call center management experience, I uses the theory of management, combined with H call center's actual, on the center's cost management system's operating management, discussed the existing problems, provide the H call center should improve the existing cost management system, and construct a new profit management system, and realize their profit center transformation. This article gives the proposed solutions from the perspective of the call center how to transition, first of all, through the H call center management status and problems, proposed the necessity and feasibility of the transformation; secondly, design the system on the H call center operation management, then compared the new operation system model and the prediction result; finally, puts forward some countermeasures and suggestions on the new operation management system and analyzes its success and risk factors, necessary condition and method.Today, a good operation mechanism of call center can enable enterprises to enhance customer insight, to retain and mining of old and new customers, expanding market share, bring for the enterprise profit and development space. I hope this paper can provide for domestic call center in operation management system construction of practical experience, in order to improve call center operation efficiency, to enhance the core competitiveness of enterprises to provide theory and practice reference.