呼叫中心最早诞生于欧美等国家,主要分布在航空公司、电信企业、商业银行等领域,其作用是密切与用户的联系,包括咨询和服务等。近年来,呼叫中心在我国得到快速发展。例如,联想集团、中国移动、招商银行都通过呼叫中心提高了客户满意度。可以说,呼叫中心是在市场经济条件下,由产品竞争转向服务竞争的产物。就我国媒体特别是电视媒体而言,竞 Call centers were first born in Europe and the United States and other countries, mainly in the airlines, telecommunications companies, commercial banks and other fields, its role is to closely contact with users, including consulting and services. In recent years, call centers have been rapidly developed in our country. For example, Lenovo Group, China Mobile and China Merchants Bank all increased their customer satisfaction through call centers. It can be said that the call center is the product of competition from service competition in the market economy. In terms of our media, especially the television media, competition