Research On Digital Transformation Of RCA Call Center Operation

With the development of the auto roadside assistance industry and the huge demands of the roadside assistance service from the end user,the competition between companies are increasing fiercely day by day,As the core servicing platform of roadside assistance services,the call center of the company now is playing a very important role.However,due to lack of the internal service system upgrading with the development of digital information technology,most of the company do not have a completely service solution,with this situation,it causes low service efficiency and uneven service quality.In addition,all these problems directly lead to the high operating costs and poor user experience,which puts auto roadside assistance companies at a disadvantage in market competition.This paper selects the Road China assistance call center as a research case,and through in-depth analysis of its operation status,finds out the main problems in the operation of the call center,such as complicated organizational structure,long business processes,and lagging service quality management.Combining the characteristics of the call center business process with the current development of digital information technology,the digital transformation solution for the operation problems of the Road China assistance call center is proposed.This digital transformation integrates the system resources used in the service process of the call center to form a complete digital intelligent roadside assistance management system.with this system,all the system with the roadside assistance service process can be combined together to provide end users roadside assistance with high quality and high efficiency.it also achieves the purpose of optimizing the organizational structure,improving service efficiency,and monitoring the whole process service quality,which solves the main problems existing in the Road China assistance call center now.Also achieves the improvement of the end user’s service experience during Improve operating efficiency and reduce operating costs.The overall competitiveness of company could increase with this solution.This paper proposes digital transformation for call center operation and management,and comprehensively improves the operation status of roadside assistance Call Center,which can be used as a reference for other auto roadside assistance companies to solve the problem of call center operation and management.