Risk Analysis And Countermeasure Research Of Customer Service Outsourcing Of Internet Enterprises

In the early 1990 s,China began to enter the Internet age,after entering the 21st century,"Internet+" thinking is constantly developing and penetrating,plus the state continuously for promoting the"public entrepreneurship,peoples innovation" strategic planning,Internet companies have sprung up,and with the aid of a variety of digital and information-based development of modern technology has realized the transformation from all walks of life,the subtle influence of bring to people's life,especially the development of all kinds of mobile phone App to use,but also greatly facilitate the people's daily life.With the continuous development and progress of Internet enterprises and information technology,a new type of service industry--customer service outsourcing has emerged in the market.Customer service outsourcing refers to that enterprises directly contact with users and provide services to users in part or all to external professional third-party service enterprises.In the traditional enterprise management mode,the customer service center directly contacted with users is basically managed by the enterprise itself.However,in recent years,with the in-depth application of outsourcing theory in China and the increasingly refined and professional development of social division of labor,many Internet enterprises prefer customer service outsourcing.From the perspective of relevant outsourcing theories,while providing convenience for the development of Internet enterprises,customer service outsourcing inevitably brings risks and challenges.In this paper,literature research at home and abroad,and outsourcing,on the basis of theoretical analysis,firstly from the Internet enterprise customer service post season demand difference,high staff turnover rate,difficult to management,labor costs and increasing risk project characteristics,such as analysis of Internet businesses is based on the theory of outsourcing related with lower labor costs,improve enterprise'^core competitiveness,transfer the risk of employment service outsourcing strategy factor;And on the basis of scholars at home and abroad on the basis of the research on the risk of outsourcing,the outsourcing of the service of the Internet and the possibility of risk analysis,which can identify and then using the fuzzy comprehensive evaluation method to identify the customer service outsourcing risk assessment,and combined with case analysis for the Internet enterprise customer service outsourcing risk assessment guidance of algorithm and finally to identify customer service outsourcing risks from Internet companies,and external environment of outsourcing service providers have three angles,put forward the corresponding prevention countermeasures.Based on the risk identification and analysis,risk assessment and risk prevention of three point of view,the study of Internet enterprise customer service outsourcing risk to select customer service outsourcing strategy of Internet companies in the development of their own core business at the same time,on the possibility of the existence of service outsourcing risk identification,assessment and prevention provide theoretical guidance.