TZ通信公司呼叫中心管理研究-工商管理专业论文.docxVIP

摘要 摘要 万方数据 万方数据 摘要 中国通信行业在这二十多年的快速发展，人们的生活产生了翻天覆地的变 化。随着中国经济的快速发展和生活水平的提高，手机、电话、网络已经进入 千家万户，庞大的用户群带动了通信行业的新附加值产业，呼叫中心随之孕育 而生。通信行业的发展带给我们生活快捷、便利，人们的生活节奏加快，越来 越多的用户开始接受呼叫中心电话营销的方式。 呼叫中心在快速发展后，市场出现的呼叫中心企业良莠不齐，鱼龙混杂。 TZ 通信公司呼叫中心在激烈市场环境中，如何找到自身企业的不足，提升企业 在行业中的竞争力，是目前急需解决的问题。 本文针对 TZ 通信公司的呼叫中心管理现状进行研究，发现管理存在的问题， 尤其是运营管理、现场管理方面的问题，提出改良的方案。本文从该企业的现 场管理、运营管理作为研究主线进行研究，提出优化管理的对策，弥补自身的 短板和不足。积极开拓创新，营造科学、高效的管理模式。深度挖掘市场，精 细化数据分析，达到规范性管理的要求，形成企业竞争力，从而提升该企业的 综合管理能力。 关键词：呼叫中心；电话营销；现场管理；运营管理 I AB ABSTRACT ABSTRACT Chinese communication industry in the rapid development for more than twenty years, has changed peoples life turn the world upside down. With the rapid development of Chinese economy and improvement of living standards, mobile phone, telephone, network has already entered thousands of households, the huge user base to the new value added industries of the communications industry, call center nurtured and health. The development of the communication industry to bring our life faster and more convenient, peoples rhythm of life speeds up, more and more users begin to accept the call center telephone marketing mode. Call center in the rapid development, market of call center business uneven, some good and some bad, dragons and fishes jumbled together. TZ Telecom call center in the fierce market environment, how to find the deficiencies of their own enterprises, enhance the competitiveness of enterprises in the industry, is the urgent problem. In this paper, according to the TZ communication companys call center management status of research, found the management problems, especially the operation management, the scene management problems, put forward the improvement scheme. This paper from the scene management, the enterprise operation and management as the main line, to optimize the management countermeasure, make up for the short board and the lack of its own. Active exploration and innovation, to create a scientific, effective management mode. The depth of mining market, pre