呼叫中心地4PS标准体系改进研究.pdf

摘要 两者都和呼叫中心一线员工在工作中的“在线等待来电时长”有关，当这项 指标达到一定标准后，“员工利用率”和“20 秒接通率”就都可以处在比较 理想的状态。本文通过对前文提到的案例进行验证，发现“欧莱雅顾客关怀 中心”引入该项指标后员工利用率和 20 秒接通率分别达到了 79% （行业标准 65%）和 82% （行业标准85%）；“日产汽车客户服务中心”则分别达到了 75% 和 85%，两家中心的效率指标均得到了均衡地改善，证明该项指标确实能够 对企业的呼叫中心运营起到真实表征作用，因此建议将该项指标设置为 4PS 标准的考评指标之一，以完善该标准体系。 关键词 呼叫中心 标准体系 客户关系管理 II 万方数据 Abstract Abstract Call Center is companies for customer service, technical support, marketing and other commercial activities demand, using a variety of communication media, combined with a database linked to the automatic call distribution system to accept or the calling entity. It is a modern enterprise, especially in the service industry to communicate directly with customers the most direct, conven ient and efficient channels . The call center is a typical labor-intensive industry, developed very rapidly in China in recent years. However, with the rapid development of the industry, call center management challenges faced by managers in many industries. Different call center management level varies greatly, the management level of development can not keep up with the rapid expansion of the industry, which is very unfavorable to the development of the industry as a whole. Therefore, the need to set the industry standard system to help managers carry out the establishment, operation, and management of the call center work. Like the ISO system, Six Sigma, and other enterprises play the role, such a specific set of standards for the call center management standards have to play a similar role. 2010, by the Nat