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论文编号：	2818
作者编号：	2120082239
上传时间：	2010/12/6 16:51:51
中文题目：	基于信息技术的呼叫中心流程改进以及运营管理变革研究
英文题目：	An Analysis of Call Center Process and Operation Management Improvement Based on Information Technology
指导老师：	林润辉
中文关键字：	信息技术；呼叫中心；流程改进；运营管理
英文关键字：	Information Technology, Call Center, Process Improvement, Operation Management
中文摘要：	随着市场竞争的日趋激烈，“以市场为导向，客户为中心”的经营理念越来越受到企业管理者的推崇。对于企业来讲，如何能留住老客户，吸引新客户成为企业最为关心的一个问题。在这种情势下，呼叫中心也就是客户服务中心逐渐发展起来了。客户服务中心作为一种现代通讯平台工具，经历了若干的发展阶段，逐渐走向稳定与成熟，被越来越多的企业所接受和认可。 呼叫中心的快速发展离不开网络、通信、计算机技术的支持，它的每一次更新、升级都是在信息技术的影响下完成的。IVR（交互式语音应答）技术帮助呼叫中心真正实现了7*24小时全天候服务，将自助语音导航服务与人工服务结合在一起，缓解了座席人员的工作压力，从而提高了呼叫中心的整体运营效率。CTI（计算机与电话集成）技术也同样为呼叫中心的发展打开了新的篇章。总之，在当今这个信息技术高速发展的时代，呼叫中心要想不断地向前迈进，除了依靠先进的管理方式之外，更离不开信息技术的应用。 本文我们主要研究基于信息技术的呼叫中心流程改进以及运营管理体制更新，剖析信息技术在呼叫中心发展中所起到的作用，同时以S公司呼叫中心为例，详细阐述了目前S公司呼叫中心的运行状况以及所遇到的问题，提出基于新技术的系统升级方案，旨在帮助企业通过呼叫中心这一沟通平台与客户建立良好的合作关系，提升企业的品牌形象。 本文的特点在于采取理论结合实际的方式，先对呼叫中心的相关理论进行简单的介绍，而后引申出信息技术对于呼叫中心的发展所起到的作用，进而研究在信息技术的推动下，呼叫中心的业务流程以及运营管理机制发生了哪些变化，以及未来呼叫中心的发展方向等等。最后选取S公司呼叫中心作为研究案例，验证在信息技术的基础上呼叫中心的业务流程、工作模式的更新与调整，希望能给大家带来一些启发。
英文摘要：	With the market competition gradually getting vigorous, the business philosophy of “market-oriented, customer-centric” calls more and more managers attention. It is the first priority for enterprise to retain existing and attract new customers. In this situation, call center or customer service center is gradually formed. Call center used as modern communications platform goes through several stages. At present it is moving toward maturity and stability, at the same time, it is widely accepted and recognized by more and more company. Call center rapid development is inseparable from the support of network, communication and computer technology. Every update of call center is completed under the information technology. IVR (Interactive Voice Response) helps call center realize 7*24 all-day services. It combines self-service and manual service, relieving customer service staff working stress and improving overall operating efficiency. CTI (Computer Telephony Integration) also opens a new chapter for call center development. In a word in this IT high-speed development, if call center wants to move forward, it depends on advanced management methods as well as IT application. In this paper we study call center process improvement and operation management improvement based on information technology and analyze IT function in call center development. Taking S Company Call Center for example, this paper describes S Company Call Center current condition and problems, and then put forward the system update solution based on new technology. It will help company establish good relations with customers and enhance brand image. Combining theory with practice is one of my paper's characters. At first we introduce the correlative theories of call center, and then educe IT function in call center development. After that we study call center process and operation management change with the driving of information technology as well as call center’s future development. At last we take S Company Call Center as example and explain call center working process and mode update based on information technology. Wish this paper could bring some inspiration to everyone.
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