Research On The Operation Management Of Technology Service Call Center In The Bank Of JILIN

The Bank of Jilin technical service call center belonging to the head office of information science and Technology Department,its services for the staff of the Bank of Jilin head office of various departments and branches,its function is to solve the above work encountered in the actual work of the query,operation,information related to the information system change,data acquisition,hardware and software maintenance of a series of problems,and to provide technical services and support the corresponding.The main service object is the frontline staff of each branch.When the employee for customers to transact business,especially in the counter system operation encountered technical problems,you need to call the service call center for solution,and timely feedback to the customer.This paper expounds the current situation background,operation management technology service call center and the existing problems,mainly in the operational management center of the lack of quality inspection and management mechanism,no quality inspection management positions,and set up and work system and process,quality supervision and evaluation mechanism of the lack of traffic staff service quality.It is hard to form the effective operation and management;on the other hand,technical service call center is the support system of limited function,and also lack the quality inspection and management functions,not through the system to effectively support the quality inspection and management work to promote.Based on the above analysis,through theoretical study and operation management,service quality management,this paper makes use of the impact of research on the evaluation model of service quality of call center according to the results,the summary of the five factors(support system including traffic staff service attitude,service level,service standards,the degree of politeness and call center the),combined with the actual situation of technical service call center operation,put forward specific optimization scheme,the main is to improve the supporting system of management system,the establishment of quality inspection and management mechanism,to build the call center and the standard of quality inspection and evaluation into the system.At the same time,combined with the current situation of Jilin bank head office,from the three aspects of system establishment,staffing and technical support,it puts forward safeguard measures for the effective implementation of the program.The Bank of Jilin technical service call center as the head office and the Information Technology Department of the image window,every day for all staff,especially front-line staff to provide technical operation on the support system of service,escort for the stable operation of the information system for the whole day and night escort.Optimization of quality of service,only the Bank of Jilin technical service call center operation management improvement,in order to make the entire line of all front-line staff encountered in the operation and use of the system problems in the rapid response and resolution,so that the workers can continue to effectively serve customers,improve customer loyalty to the bank of Jilin.The purpose of this paper is to provide references for effectively improving the operation and management capabilities of information technology in Jilin bank,improving the level of information technology fine management,and effectively playing the role of technological support and technological innovation.