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论文编号：	12240
作者编号：	2320180562
上传时间：	2020/12/17 12:26:58
中文题目：	基于顾客导向的BGC公司呼叫中心业务价值链构建研究
英文题目：	Research on the Construction of BGC Company Call Center Value Chain: Base on Customer Oriented
指导老师：	柳茂平
中文关键字：	呼叫中心 顾客采购标准 使用标准 信号标准 价值链构建
英文关键字：	Call center; Customer procurement standards; User standard; Signal standard; Value chain construction
中文摘要：	国家目前正在下大力气推进经济结构的转型与升级，在这其中，第三产业被定为经济发展的新动力。呼叫中心这一行业，作为第三产业的重要组成部分也随之发展的如火如荼，逐渐成为很多地方经济的龙头和产业支柱，为振兴地方经济、拉动就业、提高居民工作收入立下汗马功劳。但随着行业内涌入的企业越来越多，领域划分越来越细，如何能更高效、更合理的运营呼叫中心业务，以及如何能为顾客提供更优质的服务，成为了每个呼叫中心必须要面对的问题。 本文旨在从BGC公司呼叫中心业务顾客的采购标准出发，通过其中的使用标准和信号标准深入分析、探究BGC公司面对的普通个人顾客、高端个人顾客、中小型团队顾客以及大型团队顾客的不同需求，并依据这些相关分析、探究结果对顾客需求导向的价值链构建进行系统性分析，从而找出价值链上的关键业务活动，进而提出对应的问题和改进方法，促使相关部门、员工做出进一步的改进和完善，以此帮助BGC公司呼叫中心业务能够更高效的利用当前资源同时，充分发挥能动性进行内外部资源整合，为顾客提供更优质的服务和体验，进一步提高竞争力，为未来的长足发展奠定坚实基础。 本文共分为六章。在第一章的绪论部分主要介绍了本文的选题背景、选题意义和相关的研究方法；在第二章的理论回顾部分主要介绍了价值链及其相关理论，并且同时阐述了顾客的采购标准、PEST分析法、顾客感知价值理论。在第三章中分析了BGC公司呼叫中心业务的内外部环境，并简要说明了当前遇到的问题及挑战。在第四章中深入讨论了BGC公司呼叫中心的顾客分类及各类顾客的需求，分类给出了对应的采购标准。在第五章中通过对价值链构建的系统分析找出关键业务活动，并详细说明了相关的问题及改进方法。在结论部分从多方面阐述了本文的研究成果，并在此基础上提出了不足和有待完善的地方。
英文摘要：	China is currently making great efforts to promote the transformation and upgrading of the economic structure. In this scenario, the tertiary industry is designated as a new driving force for economic development. The call center industry, as an important part of the tertiary industry, has also been developing in full swing, and has gradually become the leader and industrial pillar of many local economies, making great contributions to revitalizing the local economy, stimulating employment, and increasing residents' working income. However, as more and more companies are pouring into the industry and the division of fields becomes more and more detailed, how to operate the call center business more efficiently and reasonably, and how to provide customers with better services, has become vital points that the center must face. This thesis aims to start from the procurement standards of BGC's call center business customers, through in-depth analysis of the usage standards and signal standards, and explore the differences between ordinary individual customers, high-end individual customers, small and medium group customers, and large group customers faced by BGC. Based on the results of these relevant analyses and inquiries, we will systematically analyze the construction of the customer demand-oriented value chain, so as to find out the key business activities in the value chain, and then propose corresponding problems and improvement methods to prompt relevant departments and employees to make further improvements and improvements will help BGC's call center business to use current resources more efficiently, and at the same time, give full play to the initiative to integrate internal and external resources, provide customers with better services and experience, and further improve competitiveness, and contribute to the future Long-term development has laid a solid foundation. This thesis is divided into six chapters. In the introduction of the first chapter, it mainly introduces the topic background, meaning and related research methods of this thesis; in the theoretical review part of the second chapter, it mainly introduces the value chain and its related theories, and at the same time explains the purchase of customers standards, PEST analysis method, customer perception value theory. In the third chapter, the internal and external environment of BGC's call center business is analyzed, and the current problems and challenges are briefly explained. In the fourth chapter, the customer classification of BGC's call center and the needs of various customers are discussed in depth, and the corresponding procurement standards are given. In the fifth chapter, key business activities are identified through systematic analysis of value chain construction, and related problems and improvement methods are explained in detail. In the conclusion part, it expounds the research results of this thesis from many aspects and puts forward the shortcomings and areas to be improved on this basis.
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