The Key Success Factors Analysis of Transforming Call Center Service into Sales –A Case Study of Bank A

• Main Authors: Chia-Hsin Hsiung, 熊家興
• Other Authors: 鄭雅穗
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/24405365055461746094

碩士 === 元智大學 === 管理研究所 === 97 === This thesis examines some factors why the financial holding companies in Taiwan are keen on transforming their call center service into sales under the current competitive environments. As companies transform their call centers into service-to-sales operations, organizations also continue to struggle with the art of selling while maintaining a customer service function. The thesis started with analyzing the challenge and performance management problems that most holding companies face today; followed by studying the process of a case company, which transforms her call center service into sales operation. We next examine some factors that drive them to make such a change and what criterion should be considered during the process. We finally tried to conclude with some key successful factors and examine their effects upon the business improvement as well as the implication of customer satisfaction during this transformation process.