本文選題：呼叫中心 + 運營�。� 參考：《廣東工業(yè)大學》2013年碩士論文

【摘要】：隨著社會經(jīng)濟的不斷進步,人們對商品已經(jīng)不僅滿足于質(zhì)量過關(guān)可以使用的這一最基礎(chǔ)的特性,更多的是強調(diào)對高質(zhì)量的售后或售前服務(wù)的要求。消費者需要通過各種渠道與商品廠商或服務(wù)提供商進行溝通,獲得良好的客戶關(guān)懷體驗。企業(yè)為了提升形象改進產(chǎn)品和促進二次銷售,也希望客戶建立良好的互動關(guān)系,傾聽顧客的聲音,獲得成長和進步的方向,呼叫中心作為直面消費者的窗口,具足輕重的地位�，F(xiàn)在的呼叫中心普遍存在效率較低,運營規(guī)范和質(zhì)量監(jiān)控欠缺合理性,與目標存在著較大差距,如何打造標準化的運作方式,減少差異,是本文要研究的主要問題。 作為一個系統(tǒng)工程，，呼叫中心不僅僅是撥出和接聽電話那么簡單,為達到企業(yè)的期望和提升客戶的滿意度,呼叫中心必須通過各種方式達成各項KPI目標。招聘、培訓、預(yù)測、排班都需要進行系統(tǒng)的規(guī)劃和考量。此外,如何劃分和應(yīng)對突發(fā)事件,如何進行質(zhì)檢工作,都是很值得進行研究和探討的內(nèi)容。 本文結(jié)合了人力資源管理和客戶關(guān)系管理的相關(guān)理論,結(jié)合現(xiàn)代呼叫中心管理的研究基礎(chǔ),從分析國內(nèi)呼叫中心的現(xiàn)狀入手,采用案例分析的方法,以A公司新客戶服務(wù)專區(qū)為背景,從系統(tǒng)構(gòu)建、人力資源管理、運營管理和服務(wù)質(zhì)量監(jiān)控四個方面進行探討,詳細論述了客戶關(guān)系管理系統(tǒng)和新客戶服務(wù)專區(qū)IVR流程的應(yīng)用。結(jié)合KASH理論,從人員招聘和培訓兩個緯度剖析呼叫中心的人力資源管理。通過現(xiàn)實模擬,研究了呼叫中心的運營管理、話務(wù)應(yīng)急機制、質(zhì)量評核標準和工作流程,提出了一套呼叫中心從構(gòu)建到運營的建議和實施方案,具備較強的實用價值。
[Abstract]:With the development of social economy, people are not only satisfied with the most basic characteristic of quality clearance, but also emphasize the requirement of high quality after-sale or pre-sale service.Consumers need to communicate with commodity manufacturers or service providers through various channels to gain a good customer care experience.In order to improve the image of products and promote secondary sales, enterprises also hope that customers establish a good interactive relationship, listen to the voice of customers, get the direction of growth and progress, call center as a window to face consumers, with a strong position.Now call center generally has low efficiency, operation standard and quality control is not reasonable, and there is a big gap with the target. How to build standardized operation mode and reduce the difference is the main problem to be studied in this paper.As a system engineering, call center is not only to dial and answer calls, in order to meet the expectations of enterprises and enhance customer satisfaction, call centers must achieve various KPI objectives in various ways.Recruitment, training, forecasting and scheduling all require systematic planning and consideration.In addition, how to divide and deal with emergencies and how to carry out quality inspection are worthy of study and discussion.This paper combines the relevant theories of human resource management and customer relationship management, combining with the research foundation of modern call center management, starting with the analysis of the current situation of domestic call center, adopting the method of case analysis.Taking the new customer service area of company A as the background, this paper discusses the application of the customer relationship management system and the IVR process of the new customer service area from four aspects: system construction, human resource management, operation management and service quality monitoring.Combined with KASH theory, the human resource management of call center is analyzed from two aspects of personnel recruitment and training.Through the practical simulation, the paper studies the operation management of call center, the emergency mechanism of call center, the quality evaluation standard and the work flow, and puts forward a set of suggestion and implementation plan from construction to operation of call center, which has strong practical value.
【學位授予單位】：廣東工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F626

【參考文獻】

相關(guān)期刊論文 前7條

1 辛媛;;呼叫中心人員管理辦法研究[J];東方企業(yè)文化;2012年24期

2 李念;;我國呼叫中心發(fā)展面臨的問題和分析[J];商業(yè)經(jīng)濟;2006年02期

3 徐雅斌;張云帆;;基于CTI技術(shù)的呼叫中心的設(shè)計與實現(xiàn)[J];計算機工程;2007年05期

4 王超;淺析呼叫中心內(nèi)部培訓[J];宿州教育學院學報;2005年03期

5 王愛平;朱永俊;張功營;劉芳;;基于蟻群算法的呼叫中心人力資源分配[J];計算機技術(shù)與發(fā)展;2009年03期

6 戚艷軍;徐光輝;李強;;Erlang算法在呼叫中心的應(yīng)用研究[J];計算機技術(shù)與發(fā)展;2010年06期

7 龐鴻藻;;略論呼叫中心運營戰(zhàn)略管理及績效評估[J];現(xiàn)代財經(jīng)(天津財經(jīng)大學學報);2008年05期

本文編號：1765716