Research On The Strategy Of Improving The Service Quality Of Sales Call Centers

At the end of last century,the customer service model of call center was introduced into our country,and it has been developing rapidly for nearly two decades.Especially in the environment where the goverment advocates independent entrepreneurship and the development of the Internet + and new media,the call center is also changing from generation to generation,from the original "telephone hotline center" the current multimedia,comprehensive interactive customer service such as telephone,website,mail,SMS,WeChat,micro-blog and other multimedia services.In the process of transforming the call center from a cost center to a profit center in the call center department,the proportion of sales-type call centers in the market is increasing.The advantages in service,sales and other fields bring unprecedented opportunities to the development of small and medium-sized enterprises.Call center as a place to provide services,the quality of service has a direct impact on the realization of business objectives.This paper takes L company’s mixed sales call center as an example,expounds the current situation of L company and its call center department and service management related work,and makes a concrete analysis of the advantages and disadvantages of L company’s call center service quality management work.This paper also introduces the classical theories related to call center service quality,including service quality measurement model,call center service quality measurement model,customer relationship management theory,service profit chain theory and two-factor incentive theory.It summarizes the research on call center service quality at home and abroad,and explains the research ideas and methods.On the basis of classical theory and practical case analysis,this paper puts forward a comprehensive strategy to improve the service quality of sales call center.Previous studies on the service quality of call centers mostly focused on the establishment of quality inspection standards and the development of quality inspection work.Based on the classical theory,this paper studies the key factors that affect the service quality of sales call center based on the current operating situation of L company.In addition to service quality inspection,it also includes customerrelationship management strategy,employee management level,digital management,and hardware and software technology level.Therefore,a comprehensive strategy to improve the service quality of sales call center is put forward.The conclusion of this paper is hoped to provide some reference for call center management in practice.