A Research Of A Company Call Center Service Management

Customer satisfaction and loyalty is critical tor enterprise survival and sustainable development,and high quality of customer service is very important for the customer experience and customer behavior.Call center is dealing with customers all the time,and is a bridge between the company and customers.How to manage the call center effectively is what enterprises must study hard.The ultimate goal of this thesis is to solve the service management issues of A Company call center,to put the effective management method into practice,to deepen customer service and achieve long-term development strategy of the company.This thesis addresses three questions:what is the current situation of A Company call center?What,s wrong with the service management?And how to solve the problems?This thesis means to resolve the actual problems in the service management of the A Company call center,giving some advices to some other companies in the practice of planning,effective management of the internal small call center of the enterprise.This thesis uses literature research method,the method of combining theory and practice and qualitative research method,by reading and analyzing the existing theoretical literature to form own views.establishing a management model for call center service management,and apply it into practical work.In the process of analyzing problems,use the dialectical analysis method and causal analysis method to summarize the problems and propose solutions.Utilize questionnaire and SWOT tools to analyze the strengths,weaknesses,opportunities and threats of the call center.A Company call center should guide by the company's development strategy,which is realizing customer-centric and the integration of marketing and service.Adjust the position of the call center,transforming from the current implementation level to the strategic level.By deepening the service,enhance customer feedback management and assume more active care and marketing functions to move forward the call center,and improve customer satisfaction.At the same time,establish and optimize the call center management system adhering to customer-centric.