| Summary: | 碩士 === 大葉大學 === 事業經營研究所 === 91 === In the service economy century, enterprises do tactical thinking in customer services and build a strong service driven. Especially in economy depression, industrial structure is changing to service industry、unemployment rate is serious increase and the theory of Customer Relationship Management (CRM) becomes fully developed popular recently. The enterprise more desire to build a Call Center and use high information technology to grasp customers, provide what they need and improve the relationship between enterprise and customers.
Quality Management Principle is a fundamental rule or brief use to lead a organization, it describe when something need to account just customer and for the long object need to keep improving performance continuous。
The Research is a exploratory research regarding The General Accounting Office (GAO) Total Quality Model to improve competitiveness, and the role of customer service center in creating advance opportunities for enterprise, and choose the life insurance have a tight relationship with customer and need to give long term promise as the case study industry. And use the Cathay life and ING life for the example, also use the case LANB Bank is a winner of Baldrige Award in 2000 to explain the enterprise efforts in TQM and CRM。
The conclusions of the research are：
1. Global enterprise efforts in all employee participation TQM and CRM to improve customer satisfaction, the call center take a important role.
2. The role of Call Center is changing to overall,active,positive and invention。
3. Build a global Call Center need promise the quality and need to use the resource include relationship,organization,human resource to maintain the loyalty of customer and creative satisfaction customer。
4. Call center belong to an enterprise in unique and now belong to Group and will become an independent firm and become a new business model。
5. Form a Quality Council to test quality and maintain competitive superiority。
6. Companies which are aware of the importance of employee welfare, on job training and involve more public issues are tend to do better and/or are efficient and productive。
7.Contact Center will be a future trend 。
8. Call Center palys a leading role in improving enterprise’s service quality。
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