| With the continuous development of the information and communication industry,the major domestic network equipment providers are also constantly developing and growing,and the competition among the manufacturers is also extremely fierce."Customer focus" has always been the survival philosophy of major enterprises.With the continuous strengthening of market competition,whoever has customers will have the initiative.Therefore,it is crucial to serve customers well,and service quality has become the focus of attention of major enterprises.Customer satisfaction is an important standard to evaluate the quality of products and services.Call Center is an important portal for enterprises and customers to communicate.How to improve customer satisfaction has become the primary problem that every manager needs to face.This paper takes the pre-sales call center of H&W Company as an example,and takes the overall perspective of the pre-sales call center of H&W Company as the starting point.The ultimate research goal is to improve the customer satisfaction of the pre-sales call center.In the specific research,we will analyze the main factors that affect the customer satisfaction of the pre-sales call center,and combine the characteristics of the pre-sales call center,and conduct a comprehensive analysis of the indicator system through scientific and effective methods.Based on the final indicator system,conduct a questionnaire survey on the customer satisfaction of H&W Company pre-sales call center,find out relevant problems,and propose solutions to improve the customer satisfaction of H&W Company call center,It provides strong support for H&W Company in the fierce market competition,and truly achieves the industry leading comprehensive satisfaction.Through customer research,this paper summarizes five types of factors that affect the customer satisfaction of H&W pre-sales call center,and puts forward targeted improvement countermeasures and suggestions for pre-sales call center based on these five types of factors.The research of this paper constructs a scientific customer satisfaction evaluation index system for H&W pre-sales call center,summarizes the key factors affecting customer satisfaction for H&W pre-sales call center,and provides improvement countermeasures and suggestions for H&W pre-sales call center to improve customer satisfaction.The above research results can provide reference for company management decision-making. |
