| Summary: | 碩士 === 淡江大學 === 管理科學研究所企業經營碩士在職專班 === 97 === In 1990 initial period, Citibank and Chinatrust, the two leading group in Taiwan consumer banking market, taking the lead to invest CTI system establishment for fulfilling credit card customers’ multi-functional service needs. Along with technological development maturation, service (call) center establishment also gradually expands to other industries. In recent years followed opening market and the competitive environment, various businesses including cable TV and so on other industries all stepped up the footsteps for investing large-scale customer service center construction. The performance appraisal and management system for service representatives is also brought up for discussion and design.
This research is base on the study of Cable TV industry background together with the expectation from high-level managers angel to customer (call) center performance achievement. Additionally, organize the integration of institution and department goals and to accord with personal objectives. To proceed the performance evaluation thru the individual appraisal system establishment. For examples: Whether online inquiry efficiency about the system difficult elimination speed does satisfy clients? Whether the call waiting time is acceptable? Additionally, the research is to differentiate customer service (call) center by the different service pipeline – general customer service representative(CSR), technical service representative(TSR), tele-marketing(TM)…etc. attributing to discover the most suitable quantification system and the standardization performance appraisal method. Thru those efficient solutions can contribute the high service potency, establish long-time and loyalty relations with customers, and also create the highest profit for the company. The content emphasizes in performance management system establishment for customer service (call) center, and takes the reforming CATV customer service (call) center management as the research example.
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