Research On The Improvement Of Customer Service Ability Of Call Center In State-owned Enterprises

With the gradual development of the call center industry in China,the call center has become an important department in various industries,such as the government’s social welfare call centers(such as 110,119,120,etc.),and the call centers of state-owned enterprises(such as 95533,10086,etc.),which are well known to the public.In the field of public management,the customer service capability of state-owned enterprise call centers has become an important research field.As an important post in the call center,customer service is the link to maintain information communication between state-owned enterprises and the public,and provides high-quality public services to the public.In the context of public services,improving customer service capability has become the primary goal of call centers of state-owned enterprises.Through the analysis of the basic structure,call center responsibilities,work processes and some business data of T Company,combined with the results of interviews and questionnaires,taking T Company,a public welfare state-owned enterprise,as the research object,using the new public service theory and competency model,and using the literature method,questionnaire method,case analysis,and interview method to carry out research on the improvement of customer service ability of T Company’s call center.From the four aspects of improving service skills,improving public service ability,strengthening knowledge base application ability and enhancing communication ability,explore the problems and reasons of customer service ability,put forward countermeasures and suggestions for improving customer service ability,and enhance the customer service ability of call centers in the field of public service.This paper discusses the countermeasures and suggestions to improve the customer service ability of the call center of state-owned enterprises,combines the public management thought,expounds from the perspective of customer service ability,summarizes the common problems of customer service ability,and puts forward the countermeasures and suggestions that can be used for reference on this basis,which has positive practical significance for studying and improving the customer service ability of the call center of state-owned enterprises.