| Summary: | 碩士 === 國立中正大學 === 會計與資訊科技所 === 96 === In the modern service industry, nothing is more important than to satisfy the demand of customers in order to increase their loyalty. So, the establishment of an effective call center to acquire customers’ acknowledgement of the services provided has become a key factor to this end.
In order to identify the key factors to the success of call center development, we studied the call center development project of a funeral service group. We compared how the project actual proceeded to the literature for the overall project life cycle including project approval, strategic planning, operating processes layout, system construction, and performance evaluation. The focus was on the analyses of gains and losses from the actions the followed and did not follow the literature.
The findings are as follows :
1. Information technology suppliers should be carefully chosen right from the beginning of the call center development project.
2. The project manager should have a good command of information technology.
3. The call center staff recruitment policy would significantly affect the success of the development project.
4. The call center could be a platform for integrating the resources of both the enterprise and its customers in order to increase customer satisfaction and to improve business process efficiency.
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