| Summary: | 碩士 === 國立臺北科技大學 === 管理學院經營管理EMBA專班 === 105 === Many studies about online call center had been done with focus on aspects of management, performance and operational practices; they could be referential for further studies. This thesis focus on competitiveness and management, the future trends of this industry are also included. The goal of this thesis is to be a guideline and reference for reviewing and managing a call center.
Online call center (known as call center) industry in Taiwan has been through almost 20 years and come to mature. Taiwan is celebrated with technology and population of higher education; it seems reasonable that call center industry of Taiwan a combination of information and communication technology, to be a premier industry and become the leader of outsourcing service business within nearby emerging markets. However, this vision did not come to realize. Call centers in other neighboring counties of emerging marketsstarted later than Taiwan, but they already catch up and grow into a part of important industry in Asia-pacific. What kind of competition and reformation will the call centers in Taiwan encounter will be one of the topics in this thesis.
Through experts-interview and analysis, the results come to four conclusions as following:
1. Policies and investment-environment are the main factors that effect the investment and development of call center industry.
2. Essential competitiveness of this industry including: differentiated service, innovated business model and the ability of upgrade and reformation.
3. The key factors of successful upgrade and reformation are: investment on new facilities and optimization of process and practice.
4. With fast changing, diversified technologies, call centers move from smart operation to artificialintelligence (AI); the using habits will also follow this trend and switch to self-service online center.
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