t公司北京呼叫中心服务流程优化研究工商管理专业论文.docxVIP

堕塑墅鎏墼墨奎堂堡主堂垡笙奎T公司北京呼叫中心服务流程优化研究 堕塑墅鎏墼墨奎堂堡主堂垡笙奎T公司北京呼叫中心服务流程优化研究 ：：=!!二：：!：：!三!：!!!!!! ABSTRACT With the arrival of customer economy，SO—called”the customer to the world”．want to have more market share，customers are businesses compete to enhance the customer experience and customer loyalty，is indispensable to the company management work an important part．As of the close ties、析th the client window．the customer serVice department carrying the responsibility to maintain customer，customer development and customer service，for the effective management of customer service department is more significant．How to provide the market with compared differentiated service for customers， how to retain customers，become the enterprises to continuously explore and direction． With the intense market competition，large logistics companies have been set up in the centralized customer service or call center,T company，which also began in 2008，in Beijing，Shanghai and Guangzhou established three professional call．Multi channel，the integration of professional customer platform，is responsible for the country’S 3 3 branch of customer inquiry，goods tracking，ordering and business consulting，etc．．Call center directly dealing with customers，directly affect the company’S operating income，SO the effective management of the call center is also particularly important． T Company Beijing call center since its inception is not fully realized the original goal， achieve 1，is conducive to centralized management and make cross sectoral cooperation more smoothly 2，for the call center work moTe specialized，improve work efficiency and productivity of 3，to achieve the scale benefit，lower labor costs．In the daily work of call center found that there are a lot of work bypass phenomenon，reduce the work efficiency， to cross sectoral collaboration caused by interference，failed to fully realize the scale of efficiency，staffing rising． Based on the theory of business process reengineering，through interviews with key positi