| Summary: | 碩士 === 國立暨南國際大學 === 資訊管理學系 === 89 === THESIS ABSTRACT
In the business, Call Center is the important unit to contact customers. First, through Call Center, the business can to sell products, to marketing, and to do products service. Second, the business can to catch on marketing information and to care customer relationship. As a result, for some industry, for instance finance, telecommunication, and insurance company, Call Center is become a source of competitive advantage. However, when the business wants to create Call Center eagerly, because of the impact of information technology, a style of Call Center is already change seriously, including the position, the function, the infrastructures, the processes of operation, and the systems of management. Basically, since the information technology enabling, Call Center is more complex and more different than the past, and Call Center has newly style and features. That is to say the business can’t use staffs, processes, and telephone facilities to deal with the planning and development of a Call Center.
Therefore, Information Technology Plan theories and Henderson & Venkatraman’s Strategic Alignment Model is combined in this research. The aim of this research is to provide the architecture and the approach in the planning and development of a Call Center. At the same time, the case study research method is used in this research. Then, we choose TransAsia Telecommunications, ABN AMRO Bank, and E.SUN Bank to observe how they plan and develop Call Center. Finally, we hope, by way of case studies, the result of the research can conform to the reality, and the architecture and the approach of a Call Center also can specific and complete.
|
|---|
