A Study of Critical Factors about Customer Service Center Performance Management– An Example of Information Service Company W

• Main Authors: Shu-ying Chen, 陳淑英
• Other Authors: Che-Hung Liu
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/04403783100394941287

碩士 === 國立臺南大學 === 科技管理碩士班 === 101 === At the customer-oriented service age, information service industry not only offers information technology counseling but also plays the role of industrial professional advisor. The customer service center has developed from passive service center into active caring center to provide integrated service. The offered service performance has been treated as an important indicator for degree of satisfaction of the customers. The attitude of the customer service personnel is the presentation of the personal behavior, while the personal behavior performance may affect the performance of the organization. Thus the personal performance of the customer service personnel must be examined, improved and upgraded through performance management to bring higher profits for the customer service center and the organization. This study has taken the customer service center of the W Company of information service commercial package software business to do the case study, which through interview to understand and investigate the reason of the customer service center to introduce the performance management and its performance indicator, and then analyze the critical factors that affect performance management of the customer service center. The findings from the result of this study: 1. The system aspect: The integration of the customer service system with the CRM system of the company is the most important factor of the system aspect. 2. Skill aspect: The customer service personnel considered the seniority and accumulation of experience is the most important factor of the skill aspect. 3. The customer aspect: The phone auto assignment for direct answering is the most important factor at the customer aspect. 4. Manpower aspect: The allocation and dispatch of manpower is the most important factor of the manpower aspect. 5. Organization aspect: The clear strategy goal of the company, the standardization of the process assignment of the customer service center, innovative service and a sound educational training system are the most important factors of the organization aspect. Hope the suggestion of this study may help the upgrade and improvement of the performance management of the customer service center of the W Company and create higher profits for the business entity.