某地区电信客服中心服务能力实证研究.docVIP

某地区电信客服中心服务能力实证研究 某地区电信客服中心服务能力实证研究 学 院_____经济管理学院_____ 专 业__信息管理与信息系统 (信息管理方向) __ 年级班别___ 2004级（6）班 _ 学 号 3204004676 学生姓名_____ 刘泽华________ 指导教师__ ___ 莫赞教授_ _____ 2008年3月 摘要： 呼叫中心作为企业向客户传递服务的重要途径，在多个行业成为普遍应用的信息化平台。因此，呼叫中心的服务质量也就成为人们越来越关注的焦点。为了更好地揭示呼叫中心服务质量的影响因素，本文将以呼叫中心为研究对象，服务质量的测评为研究核心，揭示呼叫中心服务质量的影响因素，准确反映各因素之间的关系。 本文在归纳并梳理了服务质量概念及已有的评价方法基础上，结合我国呼叫中心的特点，从第三方的角度即顾客满意度出发，构建了呼叫中心服务质量的理论模型，建立了呼叫中心客服代表服务质量评价体系，依据服务质量各因素的指标体系，使用决策树以C5.0算法分析评价的的方法，对某地区电信公司10000呼叫中心服务质量展开实证研究。 数据分析结果表明：影响呼叫中心服务质量的因素有多方面构成，服务态度是影响呼叫中心服务质量的主要因素；受不同的因子影响企业提高和改进客服代表服务质量的侧重点应有所不同。 关键词：客服中心；服务质量；顾客满意度；C5.0决策树模型。 Abstract： As an important way for enterprises to transfer service to customers, call center has become an information platform with universal application industries. Therefore, the service quality of the call center will become increasingly the focus of attention. In order to better the quality of service call center reveals the impact of factors, the paper will call center for the study, quality of service survey to study the core, reveals call center quality of service factors, accurately reflect the relationship between various factors. This paper summarizes and sort out the concept of quality of service and has been on the basis of the evaluation method, combining the characteristics of our call center, from the perspective of a third party that is customer satisfaction starting and building a call center service quality of the theoretical models, established a call center Customer service representatives service quality evaluation system based on various factors of quality of service index system, the use of decision tree to C5.0 algorithm analysis and evaluation of the method, a regional telecommunications company 10,000 call center service quality start empirical research. Data analysis showed that: impact on quality of service call centers there are many factors pose, the attitude is affecting the quality of service call centers the main fact