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论文编号：	8062
作者编号：	2120132549
上传时间：	2015/12/11 10:44:15
中文题目：	呼叫中心服务质量改进的研究 ---以A公司呼叫中心为例
英文题目：	A Research on Call Center Service Quality Improvement Take Call Center of A Company As Example
指导老师：	林润辉教授
中文关键字：	A公司；呼叫中心；服务质量；流程改进
英文关键字：	A corporation; Call Center; Service Quality; Process Reengineering
中文摘要：	随着计算机信息技术的快速发展，传统的贸易交易方式逐渐转变为今天的电子商务，而电子商务成为发展速度最快的产业，逐渐成为我国新兴产业的中坚力量，提供了大量创业和就业机会，为我国GDP的稳定增长提供了推动作用。然而随着电商大战的升温，各个电子商务公司在经营模式、选品、配送等方面趋于同化，并没有明显的区别。因此，呼叫中心服务质量的优异便成为电商企业差异化的一部分，同时也是电商企业吸引消费者，增加企业与顾客粘度的一大法宝。 具体到A公司，呼叫中心是接触到顾客的窗口，以专业的态度和能力提供完善的服务，为客户创造良好的购物体验，是A公司“以客户为中心”企业文化的具体体现。因此，提升服务质量是呼叫中心，甚至是整体电商企业发展至关重要的一环。并且提高服务质量对于消费者和企业是双赢的。客户在获得优质服务和购物体验的同时，也为企业带来了利益，是企业可持续化发展的基础。 本文将从服务质量管理的发展与回顾入手，介绍其主要理论，运用四象限法和DMAIC等基本方法，先找出A公司服务质量管理中的问题，再对其流程进行优化和改进，从而达到提升服务质量的目的。 本文的主要章节将从A公司的实际业务出发，先描述现有工作流程，介绍呼叫中心坐席员在为客户服务时，因流程规则和要求不完善，给客户带来负面的购物体验，并逐条提出了改进方案并实施。本文将从三个大方面去改进呼叫中心服务质量，分别是团队建设、业务层面、质检方面。希望通过具体案例总结经验，为其他电商企业在提升服务质量方面提供可借鉴经验。
英文摘要：	With rapid development of information technology, the traditional trade way is gradually transformed into today's electronic commerce. Electronic commerce has become the fastest developing industry and the backbone of China's emerging industries, and also provides a lot of business and employment opportunities. It becomes impetus for the stable growth of GDP in China. However, with the electricity commerce corporation competition, all electricity commerce corporations in the same model like product selection, distribution and so on. Therefore, the call center service quality has become a part of the business enterprise differentiation; at the same time is the business enterprise to attract consumers. And it is a big magic weapon for increasing the viscosity of enterprises and customers. For A corporation, call center is a window for customers, with a professional attitude and ability to provide sound services, create a good shopping experience for customers, it is A corporation “customer obsession” culture. Therefore, to improve the service quality of call center is quit important for the entire industry. It also double wins for corporation and consumers. When the customers get quality service and shopping experience, the corporation also gets benefit, which is basis for the continuous development for the corporation. This article will start with the development and review of the service quality management, introduce the main theory. Using four quadrant method and DMAIC method, to find out problems in A company's service quality management. Then optimize and improve the process, in order to achieve the purpose of improving the quality of service. The main sections of this article will be from the actual business of A company. We improve the quality of the call center service from three aspects, namely the team building, business level, quality control. Wish to summarize experience through specific case, to provide useful experience for other business enterprises in improving the quality of services.
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