A Study on Call Center Operation and Knowledge Processing in Life Insurance Industry

• Main Authors: Li-Ching Chang, 張麗卿
• Other Authors: 曾妙慧
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/15400510661647396441

碩士 === 淡江大學 === 保險學系保險經營碩士在職專班 === 97 === The Life insurance industry continuously focuses on diversifying its range of products and developing multi-channel distribution. The medium and small size life insurance company’s hot-line call volume is limited. Therefore, their call center equipment and customer service representative’s numbers can not compare with big companies. The call center members are difficult to distinguish by the channel or product to offer a unique professional service. Under this condition, the customer service representative needs to have all kinds of knowledge to answer all customers’ questions. It is difficult to keep professional service in call center. This research takes medium size life insurance company call center as the main range of study. Through interview with different call center experts, to understand their management way on call center operation. The study will show the call center way to obtain, collect, classify and store the knowledge and how to pass the knowledge to the customer service representative. The purpose is to make a suggestion to help the call center manage to improve customer service representative’s ability and improve enterprise competitive ability. This research draws the main conclusions to be as follows: 1.Continuous training is the essential way to keep and improve call center’s service level. 2.Establish complete knowledge database will be able to improve call center’s efficiency and reduces business cost.