Research On The Comprehensive Customer Experience Improvement Strategy Of Dalian Call Center,Company A

With the deepening of economic globalization and increasingly fierce market competition,in order to cope with such a complex and ever-changing economic environment,both multinational corporations and small or medium-sized enterprises are continuously improving their competitiveness and providing users with qualified services.In the era of experiencing the economic era,enterprises can only meet the needs of customers if they only provide products and homogenized services.The impressions of products,services,and employees at various touch points throughout the lifecycle of a customer's purchase or use determine the customer's experience,which in turn affects and determines the customer's final consumer behavior.Dalian Call Center is one of the five global call centers of Company A.It provides remote technical support services for Asia countries end users.It has been recognized as one of the “Best Call Centers” in China for many years.However,in recent years,with the increasing demand from customers at the service levels,the company's customer satisfaction score has shown a downward trend.This paper wants to analyze the reasons for the decline in customer satisfaction from the perspective of customers and enterprises,and propose solutions.Taking the Dalian Call Center of Company A as an example,this paper utilized literature review,interview survey and data analysis methods.This paper studied the application of advanced service management theory in IT service industry,especially in call center.Meanwhile,this paper also analyzed few years' measurement data and interviewed key stakeholders to identify the issues in the field of operations,and propose solutions for the improvement of customer experience.Hope this provides reference for the Dalian Call Center of Company A,and also provides good advices and opinions for call centers and customer service departments of other companies.