【作者】 张杰；

【导师】 卞文良；

【作者基本信息】 北京交通大学 ， 工商管理， 2012， 硕士

【摘要】 现代IT产业的快速发展给人们带来了很多便利,呼叫中心已经成为各行业领域的重要组成部分。作为新型服务模式的代表,呼叫中心是基于电话、传真、计算机通讯、办公设备于一体的交互式业务系统,是一种能充分利用现有通讯和计算机技术的崭新的现代化服务方式,它能与客户建立良好的联系渠道,提供优质的服务,适应市场的发展。加强呼叫中心的现代化管理,不仅能够提升业务部门的绩效水平,同时对企业一体化服务体系的建立和拓展供应链管理意义重大。本论文以提高呼叫中心服务水平和用户满意度为研究目标,从基于KPI的呼叫中心基本理论概念出发,分析呼叫中心在国内外相关领域内的发展状况,综述其在行业中的作用及影响。同时充分结合实践,在深入剖析深圳120呼叫中心的过程中,通过对服务和系统中各项关键绩效指标的研究,明确关键绩效指标评测体系在呼叫中心中的重要意义和作用,并针对深圳120呼叫中心的实际情况结合KPI关键绩效考核指标体系构建合理的呼叫中心升级改造方案,从而提升呼叫中心整体的运营管理效率。本论文所研究的深圳120呼叫中心以战略目标为导向的KPI绩效管理体系对升级改造的影响,对探索呼叫中心绩效管理的改革方向,提高呼叫中心的运营管理水平和绩效管理水平,促进呼叫中心的改革和发展具有积极的借鉴意义。此外,本论文还结合当前经济发展水平以及呼叫中心的发展状况,提出一些适宜呼叫中心发展的建议和措施。更多还原

【Abstract】 The rapid development of modern IT industry to bring a lot of convenience, the call center has become an important part of various industry sectors. As a representative of the new service model, the call center is based on phone, fax, computer, communications, office equipment in one of the interactive business systems, a full use of existing communication and computer technology, the new modern way, it can customers to establish good channels of communication to provide quality services to adapt to market development. Strengthen the modernization of management of call centers, not only to enhance the level of performance of the business sector, while the significance of enterprise system integration services to establish and expand the supply chain management major.In this thesis, in order to improve call center service levels and user satisfaction is the goal of this study, starting from the basic theoretical concepts of KPI-based call center, call center development in related areas, summarizing its role and impact in the industry. Fully integrated with the practice, in-depth analysis of the120call center in Shenzhen, services and systems in various key performance indicators, a clear key performance indicators evaluation system in the call center of great significance and role, and for the Shenzhen120the realities of the call center KPI key performance assessment indicators system to build the call center upgrade program to improve the overall call center operations management efficiency.Studied in this thesis Shenzhen120call centers to the strategic objectives-oriented KPI performance management system upgrading, explore the direction of reform of the call center performance management, call center operations management level and performance level of management, and promote call centers reform and development of a positive reference. In addition, this paper combined with the current level of economic development and call center development, put forward proposals and measures suitable for the development of call center.更多还原