Study On Customer Service Process Improvement Strategy For Callcenter A

In the present era of customer economy,the market economy is transforming from the company leading to customer leading.Enterprise competition has also transformed from the traditional competition of product price to the current competition of service quality.Call center as an information service platform which helps business and customers to establish a good communication.It not only helps enterprises to capture customer needs and provide quality services,but also by improving customer satisfaction and loyalty to get a sustained competitive advantage.With the rapid development of mobile Internet,cloud services,social networking and other information technology,the call center has begun to get wide attention from all sectors of society.Based on the theory guidance of service quality management theory and DMAIC model,and combined with the current situation of the call center and its own conditions,the present paper studies and combs the service support service flow of A call center.Combined with the data sampling,through the study and discussion of call center after-sales technical support services in the service process problems to improve some of the process,and put forward safety precautions for improving the process.Through improving the process,we expect the enterprise customer satisfaction will be improved,shorten the delivery deadline,improve the quality of service,reduce operating costs and enhance the core competitiveness of enterprises.Call center can implement the process of thinking and the customer-centric principle,through the cooperation of multi-party,so that the process of continuous improvement can run in the enterprise.The system,performance appraisal and corporate culture also see the process as the center,and gradually develop perfectly.