| Summary: | 碩士 === 國立臺灣大學 === 商學研究所 === 93 === The purpose of this thesis is to analyze present call center’s operation and system structure , and to step further possibility to guide new technology’s operation to extend to call center system development. Basically this research is studying on individual case method to progress inference, in this individual case research interviewing two totally different characteristics customer service center, to analysis its system structure and functions separately.
If discussing about improve customer’s behavior, briefly we can separate into two parts, one is (pulling power) and (pushing power), in this research discussing A company’s function on receiving clients complaints and questions, further more to improve clients satisfaction, this is called (pulling power); As for B company is survey investigation company, to investigate clients customer behavior, further more to promote its products, this is called (pushing power).
In this thesis, divided into four models to analysis call center’s system and operation . The four models to go from the simple to the complex are (1)Using PBX as fundamental customer service center, (2)Side by side customer service center, (3) Using internet as fundamental customer service center, (4)Virtual customer service center. In the four models, nowadays normally enterprises prefer using third customer service model as fundamental customer service center, but the disadvantage is the workers mobility over rate, cost price higher and passive on reply clients problem, so the future of customer service center’s function will improving its efficiency function operating.
Conclusion on this thesis, (1)Call center’s core competitive ability based on labor, progress efficiency and the use of technology, (2)When enterprises consider hire customer service center to handle problems, has to consider economy scale, (3) Individual operating call center should develop diversity services, beside solving clients problems, should progress promote on the phone. And call center basic operation cost comes from toll free fees, so under applying internet phone technology, clients still can use speech to communicate with the personnel, but can reduce large amount phone fees.
Call center not only can provide client to solve problems, also should improve interact with clients, providing new products in formations, promoting new products functions, all this will be the character the future customer service center will play, at the same time, present call center will applying the new technology to lower labor cost, telephone fees, the rising of progress efficiency will all be the challenges for the customer service center to confront.
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