The Research On Operation And Maintenance Management Of GC Call Center

Under the pressure of WeChat,Skype and other OTT business,operators of traditional SMS,voice revenue is gradually shrinking,while facing the whole society because the required service level leads to the transformation of the Internet manufacturers,is beset with troubles internally and externally.Call center is an important window for operators and customer contact,although part of the bearing company's marketing business,but is still the traditional cost center,how to improve the efficiency and reduce the cost of the call center,to promote the transformation of the call center as a profit center,facing many difficulties.With the GC call center this year,independent accounting,independent operation,the official blew the transition from cost center to profit center of the horn,how to improve the operation level,improve support for the group transformation,is an important proposition of GC call center.This paper studies and establishes the evaluation method and system of call center operation and maintenance management capability,and how to evaluate and analyze the operation and maintenance management ability of call center through this system.The main purpose of this research is to provide a good reference and basis for the quantitative evaluation of call center operation and maintenance management capability and fine operation and maintenance.Based on the theories related to the IT service management,operation and maintenance outsourcing management maturity,and so on,the call center operation process from clear to the service division,and different service should have what SLA,one by one analysis,GC call center in the operation and maintenance management to enhance the efficiency of the proposed solution.The basic model includes maintenance work and provide content,and in the face of difficulties and solutions.According to the technical architecture of complex GC call center system and process organization,the author adopted the ITIL based maintenance maturity tool,the actual situation of the operation and maintenance management through the analysis of the GC call center in four aspects of personnel,resources,process,technology,from event management,problem management,configuration management,change management four aspects of quantification the evaluation of GC call center operation current maturity level.The operation and maintenance maturity assessment of the problem summary analysis,put forward to promote the operation and maintenance of maturity measures.This research can provide reference for the operation and maintenance of call center,and can also be used as reference for other enterprises to upgrade operation and maintenance management services.