【作者】 孙权；

【导师】 任新民；

【作者基本信息】 云南大学 ， 工商管理（MBA）（专业学位）， 2021， 硕士

【摘要】 经过近些年来的快速发展,国内呼叫中心不论是在软件技术方面,还是在硬件设施方面均得到长足的进步,在技术支持方面,更是与国外呼叫中心基本处于了同等水平,同时,国内呼叫中心的管理模式也效仿了国外的管理模式,但在基本国情不同、发展规模不同、日常业务不同的情况下,仍然盲目借用国外管理模式,使国内呼叫中心在运营管理方面没有取得该有的成效。伴随着信息化进程,数据分析越来越成为企业发展的重中之重,本文在阅读各类文献资料的基础上,介绍了现阶段呼叫中心相关理论及常用的数据分析方法,将数据分析与实际业务情况结合起来,通过数据分析,对云南电信呼叫中心目前的运营管理现状以及存在的问题进行了研究分析,研究提出云南电信呼叫中心运营管理在人员管理及流程优化等方面的建议,切实发挥云南电信呼叫中心掌握的海量数据的价值,为云南电信呼叫中心持续发展提供支撑。更多还原

【Abstract】 With the development of domestic call centers up to now,the software and hardware technical support is basically the same as that of foreign call centers,and the management methods and methods also follow the management mode of foreign call centers.However,under the circumstances of different environments and different services,the blind borrowing of management methods makes the management of call centers lose its original function and effect.With the development of information,data analysis becomes more and more important in the development of enterprises.Based on reading various kinds of literature,this paper introduces the theory of call center and common data analysis methods,by combining the data analysis with the actual business situation,this paper studies and analyzes the current operation and management situation and the existing problems of Yunnan Telecom call center through data analysis,the study puts forward the suggestion of Yunnan Telecom’s Call Center Operation Management in the aspects of personnel management and process optimization,so as to give full play to the value of the magnanimity data held by Yunnan Telecom’s call center,provides support for the sustainable development of Yunnan Telecom’s call center.更多还原