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论文编号：	4946
作者编号：	2220100977
上传时间：	2013/2/25 8:54:24
中文题目：	联合麦通外包呼叫中心管理与服务创新研究
英文题目：	OUTSOURCED CALL CENTER MANAGEMENT AND SERVICE INNOVATION: UNIONCALLING CASE STUDY
指导老师：	严建援
中文关键字：	联合麦通 　服务外包 呼叫中心 创新管理
英文关键字：	UnionCalling, Outsourced Call Center, Call Center, Innovative Management
中文摘要：	在全球分工与现代企业管理理念日趋成熟的大背景下，外包已成为一种战略管理模式，呼叫中心发包方可以专注于自身核心业务，将非核心业务委托给专业外包服务供应商，为客户带来呼叫中心的新技术与新应用，并有效降低运营成本，提高顾客满意度。上海联合麦通成立于2001年，是提供外包呼叫中心（业务流程外包）服务的专业公司，也是中国最早实践现代呼叫中心的企业之一，并见证与经历了外包呼叫中心产业在中国发展的各个阶段。经过十一年的发展，联合麦通依托上海成熟的市场环境，已成功布置四大中心，规模上千席，提供包括电话中心呼入、呼出、短信、传真等基础服务；长期灾备、电话溢出业务量分流等个性服务；自建呼叫中心的建设规划与咨询等定制服务；人员外派、数据录入、电信方案等关联服务的四大服务类别。在金融、消费品、制造等多个领域累积了超过百家国内外知名企业的服务经验。何谓外包呼中心；中国本土企业为何要创新；如何探索符合中国市场的创新之路。面对国际巨头的涌入和中国产业转型的大趋势，上海联合麦通外包呼叫中心作为中国数以千计的外包呼叫中心中的一份子，同时又是中国外包呼叫中心市场的领军企业之一，研究、梳理其管理与服务的创新具有十分积极的现实意义。本文通过管理大师迈克尔?波特（Michael E. Porter）的“竞争优势理论”和“价值链分析模型”等相关理论，结合行业代表企业发展的鲜活案例与作者十多年的呼叫中心领域工作经验，将理论与实际有机结合，为中国本土企业提出了外包呼叫中心内部运营管理与外部服务创新的全新视角。
英文摘要：	Outsourcing has become a strategic management advantage since global division of labor and modern enterprise management system has been well established. Issuing-party can focus on core business and outsource non-core business to outsourcing providers. It also brought new call center technology and application to clients, lowered operational cost and improved customers satisfaction. Shanghai UnionCalling was founded in 2001. Its principle activities are outsourced call center (business process outsourcing). UnionCalling is one of the pioneers in call center industry and has witnessed all call center development phases in China. After eleven years development, UnionCalling has established four operation centers in Shanghai with more than 1,000 seats and four categories services including foundation service: inbound-calling, outbound-calling, SMS, Fax; Customized service: long-term disaster backup, overflow distribution; Call center setup planning and consulting; labor dispatch, data input and telecom solution. UnionCalling provides service to more than one hundred famous companies from home and abroad in financial service, consumer goods and manufacturing industries. What is call center; Why Chinese local enterprise needs innovation; How to find a suitable innovation way for Chinese local enterprises; International big giants have entered Chinese market and industrial transformation is increasing in China. As one of the local call center leader, it is of great significance to UnionCalling to study the management and service innovation. The thesis proposed a new perspective for outsourced call center operational management and outsourcing service innovation. It applied Michael E. Porter’s competitive advantage theory and value chain model in the research. Author mingled theory and practical through his more than a decade call center industrial experience and representative cases from other companies.
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