Research On Service Quality Improvement Of Unionpay Business Call Center

In 1876,Bell invented the telephone.People can communicate conveniently without face-to-face.With the development of science and technology,the telephone is also constantly improving.At the same time,it is also used in the elder brother,one of which is the call center.Call center originated in the 1930 s,but it was not until 1997 that China's call center industry really began to develop,and this year has a history of 30 years.Call centers are widely used in all aspects,such as 110 police call centers and 119 fire call centers,which are the most common call centers.At present,in addition to these public call centers,they are also common in financial enterprises,especially in the banking industry.For example,China Merchants Bank's 95555 hotline,China Construction Bank's 95533,Bank of China's 9556 and so on.When we see the beginning of 955,we know that this is the call center number of the bank.Among them,UnionPay Business Company is a special existence.It was established in Shanghai in 2002,with the holding of the People's Bank of China.95534 is the number of its call center.Whether it is the government's public call center or the commercial call center of banks and other enterprises,the purpose of its establishment is to provide corresponding consultation and problem-solving services.That is to say,the original purpose of the call center is service,and its service quality has become the focus of people's research.This paper takes UnionPay Business Call Center as an example to study its service quality.Before the concrete analysis,this paper first reviews the related theories of quality management.According to the research needs of this paper,this paper reviews and discusses the traffic theory,service quality evaluation theory,Sigma theory,Deming quality management theory and six-factor theory of service quality.On the basis of these theories,the paper establishes the call according to the specific situation of call center.The service quality evaluation model of the center includes 10 service quality evaluation items and corresponding evaluation criteria.The model is used to evaluate the service quality of UnionPay Business Call Center.The results show that in the single project evaluation,the second-class evaluation is the main one,and the highest score is that the problem can be solved immediately,while the lowest score is whether the telephone can be quickly accessed.In the comprehensive evaluation,the result is grade B,that is,the service quality is better,but the score is not high in grade B,only 0.13.Therefore,there is still much room to improve the service quality of UnionPay Business Call Center.In addition,the discrete coefficient of service quality score is 0.15,that is,the service quality of UnionPay Business Call Center is in a controllable state,so according to Deming's quality management theory,we know that the service quality of UnionPay Business Call Center is Measures can be taken to improve the service quality of UnionPay Call Center.This paper then analyses fiveproblems existing in the service management of the call center of UnionPay,one is the unreasonable assessment of the service quality of the call center;the other is the low performance of the call center staff;the third is the imperfect business process of the call center;the fourth is the insufficient risk control ability of the call center;and the fifth is the lack of forward-looking development of the call center.It also analyses the causes of Wen Zhe's problems.Based on the results of the previous analysis and the mature experience of call center service quality management at home and abroad,this paper gives an improvement plan for the service quality of UnionPay Center.One is to upgrade the service level;the other is to improve the business journey;the third is to improve service attitude;the fourth is to accurately calibrate the business;the fifth is to improve the first Call solution rate;and finally to strengthen risk management.