| Summary: | 碩士 === 世新大學 === 資訊傳播學研究所(含碩專班) === 101 === Though Customer Service Center, enterprise image can be established, it also provides value added and indispensable trading; however customer service is often regarded as cost department by the enterprise managers. They often outsource customer service to the outsourcing call center to reduce the cost of doing business. In telecommunication industry, Customer can use same services from lots of company so that High quality of service is the key to making difference between each company. In this study, we take “S company” as an object of study. Through comparing performance changes, we would know difference after outsourcing call center.
Studies using performance management model and the pointer description to this evaluation model in order to examine differences between before and after the outsourcing internal processes so that we can verify the feasibility of outsourcing Telecom customer service. According to the results, this outsourcing company is in the telecommunications industry for years, so that it is more clearly analysis in the related processes and management problems. Therefore, after the contact center outsourcing company, it externally can provide a higher quality of customer service so that this object of study may acquire good performance.
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