本文選題：呼叫中心　切入點(diǎn)：客戶關(guān)系　出處：《東華大學(xué)》2017年碩士論文

【摘要】：呼叫中心通常被稱(chēng)作為客戶服務(wù)中心,是一種充分利用現(xiàn)代通訊渠道、網(wǎng)絡(luò)的多項(xiàng)功能集成,并與企業(yè)連為一體的一個(gè)完整的綜合信息服務(wù)系統(tǒng),其涉及有交換機(jī)技術(shù)、數(shù)據(jù)倉(cāng)庫(kù)技術(shù)和管理科學(xué)諸多方面內(nèi)容,旨在為客戶提供高質(zhì)量、高效率、全方位的服務(wù)。當(dāng)代的呼叫中心基本根據(jù)服務(wù)管理模式的不同基本有兩大分類(lèi),一個(gè)是成本中心型的呼叫中心,另外一個(gè)是利潤(rùn)驅(qū)動(dòng)型的利潤(rùn)中心。成本中心型的呼叫中心是指企業(yè)在對(duì)呼叫中心的初期投入以后將其服務(wù)管理模式一直定義為基于服務(wù)的,而利潤(rùn)驅(qū)動(dòng)型的呼叫中心則是在呼叫中心的投入使用后參與到市場(chǎng)營(yíng)銷(xiāo)的工作中去,以營(yíng)銷(xiāo)盈利為基礎(chǔ)的服務(wù)管理模式。本文針對(duì)傳統(tǒng)的呼叫中心的服務(wù)管理模式僅停留于呼入服務(wù)的,無(wú)法更積極的迎合市場(chǎng)需求變成本中心為盈利中心的情況。以CRM的理念為主導(dǎo),通過(guò)管理學(xué)的理論和手段,采取合理的服務(wù)管理模式將C公司現(xiàn)有的呼叫中心的服務(wù)管理模式改變,使其可以從成本中心型的呼叫中心更好的為市場(chǎng)營(yíng)銷(xiāo)服務(wù),向基于利潤(rùn)驅(qū)動(dòng)型的呼叫中心進(jìn)行轉(zhuǎn)變。提出了基于利潤(rùn)驅(qū)動(dòng)型呼叫中心的服務(wù)管理改進(jìn)方案,強(qiáng)調(diào)了如何通過(guò)合理的服務(wù)質(zhì)量管理、項(xiàng)目管理、方案優(yōu)化等方式賦予呼叫中心新的服務(wù)管理特色和特點(diǎn)。本文詳細(xì)介紹了兩種不同呼叫中心之間的各自特點(diǎn)和區(qū)別以及在服務(wù)管理模式改進(jìn)時(shí)候所帶來(lái)的問(wèn)題和難點(diǎn),并針對(duì)這些問(wèn)題得出了一些有益的探索和實(shí)踐�？傊�,該論文通過(guò)大量的理論知識(shí)和實(shí)踐工作,設(shè)計(jì)出符合C公司自身特色的呼叫中心服務(wù)管理改進(jìn)方案,使其更加的符合公司長(zhǎng)期的CRM客戶關(guān)系戰(zhàn)略,并為整個(gè)呼叫中心的盈利模式帶來(lái)了創(chuàng)新,有效的控制了成本和利潤(rùn)之間矛盾,通過(guò)投入后服務(wù)管理效果的比對(duì),證明該改進(jìn)方案確實(shí)有效。
[Abstract]:Call center is usually called customer service center. It is a kind of integrated information service system which makes full use of modern communication channels, integrates multiple functions of network, and connects with enterprises.Data Warehouse technology and management science are designed to provide customers with high quality, high efficiency and comprehensive service.There are two basic categories of call centers according to the different service management modes, one is the cost center call center, the other is the profit driven profit center.Cost-centered call center refers to the service management mode that an enterprise defines as service-based after its initial investment in a call center.The profit-driven call center is the service management mode based on the marketing profit after the call center is put into use.In this paper, the traditional service management mode of call center only stays in the inbound service, but it can not be more active to meet the needs of the market to become a profit center.Taking the idea of CRM as the leading factor and adopting the reasonable service management mode through the theory and means of management, the service management mode of C Company's existing call center is changed.It can change from the cost center call center to the profit driven call center.This paper presents a service management improvement scheme based on profit driven call center, and emphasizes how to give the call center new service management characteristics and characteristics through reasonable service quality management, project management, scheme optimization and so on.This paper introduces in detail the characteristics and differences between the two different call centers and the problems and difficulties brought about by the improvement of service management mode, and obtains some beneficial exploration and practice in view of these problems.In a word, through a lot of theoretical knowledge and practical work, this paper designs a call center service management improvement scheme that conforms to C Company's own characteristics, and makes it more in line with the company's long-term CRM customer relationship strategy.It brings innovation to the profit mode of the whole call center and effectively controls the contradiction between cost and profit. Through the comparison of the effect of service management after input, the improved scheme is proved to be effective.
【學(xué)位授予單位】：東華大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F626;F274

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