保险业呼叫中心的发展情况及研究.docVIP

邹一秀（中山大学资讯管理系，广东省广州，510275） 保险业呼叫中心的发展情况研究 Research on the development of Insurance industry’s call centers 摘要：由于技术、规模、发展阶段的不同，国内保险业的呼叫中心发展与国外还有一定差距。本文在对呼叫中心基本概念进行介绍的基础上，结合对所查文献的内容分析，对比国外呼叫中心的特点，探讨未来保险呼叫中心建设的关键思路 dimensions and seedtimes, there was a gap between domestic and overseas insurance call centers. In this paper, the basic concept of call center was introduced. The contents of existing literatures were analyzed. The key approach of future insurance call center construction in China was discussed compared to the features of overseas call centers. Key Words: call center; insurance i