Research On Optimization Strategy Of G Company Call Service Scheduling Management

Under the background of continuous upgrading and transformation of China’s economy,customer service requirements are constantly increasing,and the level of service determines the success or failure of enterprise competition.Efficient service scheduling is an important means to improve the service level of enterprises,which is the focus and difficulty of enterprise service management.The service department of G company also faces various challenges and problems in the process of service transformation and upgrading.Call service scheduling management based on G company as an example,in view of the appeared in the process of G company service satisfaction "service,scheduling,and the fit of the traffic is not high,low success rate,scheduling unfair",etc.,in the interview,questionnaire survey and other research methods,on the basis of the quantity statistics method,analysis the cause of the problems existing in the process of G company to "service concept is not clear,lack in information to support collaborative obstacle,scheduling model precipitation deficiencies and systematism management is not perfect".By applying the theories of operation management,lean management and comprehensive incentive,it is proposed that G company should establish the service concept of "people-oriented,providing customers with new experience value" and change the traditional service concept of "task-oriented".Based on the above service ideas,this paper focuses on the research and draws the following conclusions: service scheduling should deepen the "people-oriented" thought,improve employees’ self-cognition and reconstruct their thinking mode,and stimulate the potential of team employees;Service scheduling should strengthen "private management",use information means to achieve a high level of matching between the two sides of the service,efficient use of service resources;Service scheduling should "optimize organizational coordination",promote information flow among collaborative departments,and realize service scheduling information sharing.Service scheduling should be "precipitation scheduling model" to continuously accumulate and optimize the service scheduling model to improve the accuracy of service scheduling results prediction;Service scheduling should be "systemically supported",and the whole service scheduling process should be reviewed and planned from the "overall perspective",and service scheduling elements should be managed in coordination,so as to realize the whole call scheduling process can be controlled,managed,monitored and intervened.Service scheduling should be "easy to be implemented and promoted".Relying on the formulation of clear implementation and promotion strategies,the research plan of enterprise optimization strategy should be implemented quickly to maximize the use of service resources.Through the implementation of the above optimization strategies,it is hoped that the call service operation cost of G company can be reduced rapidly,the overall operation management level can be improved,the service scheduling efficiency of front-line managers can be improved,the satisfaction of both sides of the service can be improved,and the long-term service development,transformation and upgrading of the enterprise can be positively promoted.