呼叫中心运营模式分析与选择策略

华中科技大学硕士学位论文呼叫中心运营模式分析与选择策略姓名：杨柳申请学位级别：硕士专业：工商管理指导教师：杨超20061001ICOPCCCCS;;IIAbstractWiththestageofCallCentercomingintowidespreadinourcountry,theimportanceofanalysisthepopularCallCenteroperationpracticeandchoosingthescientificOperationManagementModelbecomesmoreobvious.OwningtothescareoftheperiodinwhichtheenterprisecreatedtheexperienceandknowledgeitisprimatedifficultyandnecessarytosetuptherulessuitablefortheenterprisesandwhichCallCenterOperationModeltobeadoptedandavoidhighresourcewasting.ThetextfirstlysummarizesfoundationaltheoryofCustomerServiceManagementbrieflyandanalysisthepopularoverseaideasofCallCenterimplemented.ItclassifiedtheprimarymodelofCallCenterOperationManagementandsummarizethepracticeandfactsinChina.SecondlyrefertothefoundationoftheoverseabasicclassifiedmodelsandpracticesofsettinguptheCallCentersystem,weconclude,summarize,abstractalltheexperienceofcompaniesalreadyhavebeingoperatedCallCenter.AccordingtocriterionsofdomesticandoverseaCallCenterOperationManagementwearebringforwardsortcriterionofOperationManagementModelinnovativelybaesedonbothkeyessentialfactorsnamedProfit-DrivedandFlowInterrelated.WeconstructedthesortmatrixofthemodelsandputforwardtheideaofCallCenteroriginateandanalysisclassicsuccessfulcaseofafamouscompaniesimplementedCallCenter.Thetextprobeintotheenterpriseschoosingstrategyofdifferentkind,ofdifferentfields,ofindifferentdevelopmentstage,providetheideasandmethodsaschoiceoptions.Finally,frombothProfit-DrivedfactorandFlowInterrelatedfactor,thetextprovidethecaseresearchoftheaverysuccessfulCallCenterOperationpractisefromafamousenterprise.Keywords:CallCenterOperationModel;Profit-Drived;FlowInterrelated□_____□“√”1180%ITCRM2CallCenterCallCenter200%CallCenter1.1·“”8031.2200370%1-12004200411139,860204.95111841-1200451-22005WTO61.3,,CRM722.1“”2.2IT8123CRMCRMCRM92.32-1NPV5/•••••••••••102.4BPR2080enterpriceresourceplanningERPBPRCRMBPR123111233.1503.1.1KPI3.1.2130204060801001201401603-13.1.3Telechannel,14WebE-mailCRM3.1.4,153.25-13-21162CallCenter17IVR18603ERPCRMMISE1843-1INBOUND19(3-1)TCLE3.33.3.1DELLEDHL203-43-2/213.3.23-43.312341234IT3-322KPI12345123453.3123451234561234236KPI73.3123412345612342456CRM3.3254COPCCCCS4-14-24-14-2//264.14.1.11)2)3)4)5)4.1.2271)2)3)4)5)4.24.2.14-31)2)283)4)5)6)7)8)4.2.21)2)3)4)294-44.2.31)2)3)4)5)306)4.2.4CSR4.34.3.1311)2)3)4)5)6)7)8)4.3.21)2)3)4)5)6)7)324.44.4.1CTIACD4.4.2334.4.33455.11EIVIIIIII5.135E2DELL3365.2150%1860BOSSCRM23737*24E-book419985385.35-25-239KPI4066.17*24WEB6.2/416.3175-80%80-90%20-25%10-20%30%70%6-1422CRMCRMCC6-2436-23ITITDELLERPISERPOSISCCLOG6.4CallCenter144OS2CC30%HSMB800IS44ISCC80%20%5IT4HRNBDSBDBILLPO4POW6-340045600100012002%-3%6QQCALLQQ2.5%20%NBD4HR4SBDBILLPO44POW6-346KPI47712345CallCenter2%CallCenter4849[1],..,2005[2]..2004[3]JohnAnton.2001[4].CRM.,2003[5],..,2003[6].CTI.,2002[7]..[8]..[9]..2003[10]...2005[11].CRM.2003[12]..,2005[13]SarahCook..2005[14],..2005[15]..2006[16]..2004[17]..1999(1)18[18]..1997[19],,..2002[20]...1999(2):1150[21],J,,..,2001[22].21.2005(5):31[23]...2002[24]..1995[25],..,2002(11):32-34[26]..,2003(1):10-13[27]..2001(2):25-27[28]..2006.152[29].CRM.2005[30]..[31]..2005-03[32].2006.2006-03[33].KPI.2005-05,[34]NatalieCalvertGowerHandbookofCallandContactCentreManagement,GowerPublishingCompany,2006[35]DavidHandetal,PrinciplesofDatemining.MassachusettsInstituteofTechnology2002[36]Peterson.RobertA.MeasuringCustomerSatisfaction:FactandArtifact.JournaloftheAcademyofMarketingScience.1992-01[37]Bateson,1.E.G..,WhyWeNeedServiceMarketing,inFerrellO.C.,Brown,S.W.andLamb,C.W.(Eds)ConceptualandTheoreticalDevelopmentsinMarketing,AmercianMarketingAssociation,Chicago,IL,1979[38]MehmedKantardzic,DateMiningConcepts,Models,Methods,andAlgorithms,IEEEPress,200251[39]JoyceBischoff,TedAlexander,DateWareHousePracticalAdvicefrotheexperts.PrenticeHallInc.1997[40]Sweec.Goh,TowardalearningOrganization;ThestrategicBuildingBlock,senAdvancedManagementJournal,Spring,1995[41]MarkDondgsonOrganizationalLearning:AReviewofSomeLiteratures[J],Organizationstudies,1993(2):52[42]NancyDixon,theOrganizationalLearningCycle.Mograw-HillPress,2005[43]VikasMittal,WagnerA.Kamakura.Satisfactions,RepurchaseIntent,andRepurchaseBehavior:InvestigationtheModeratingEffectofCustomerCharacteristics.JournalofMarketingResearch,2001,38:131-142[44]RicardoErnst,BardiaKamrad.EvaluationofSupplyChainStructuresThroughModularizationandPostponement.EuropeanJournalofOperationalResearch,2000,124:495-510[45]PersonG.LogisticsServiceProvidersandSupplyChainAlliances.The10thInternationalAnnualIPSERAConference,2001:107-112[46]WWCooper,LawrenceMSeiford,EmmanuelThanassoulis,SteliosHZanakis.DEAandItsUsesinDifferentCountries.EuropeanJournalofOperationalResearch,2004,154:337-344[47]JonesT.O.,W.E.Jr.Sasser.WhySatisfiedCustomersDefect.HarvardBusinessReview,1995,73(6)88-99[48]Bolton,R.N.J.H.Drew.AMultistageModelofCustomers’sAssessmentso