“呼叫中心”对我们来说,已经不是一个新名词了,近年来,呼叫中心在世界各地尤其是欧洲和北美都呈现出高速发展的局面,全球每年由呼叫中心促成的销售额已高达6500亿美元,其经济收益以每年20％～30％的幅度递增,九九年度的收入达到65亿美元,这些事实表明,客户服务中心的商业用途及经济价值已得到广泛的认同和应用,其经济前景无可估量 虽然呼叫中心在欧洲,北美甚至香港已经十分发达,但在我国国内市场基本上还是没有形成规模。然而呼叫中心作为一种能充分利用现有通信手段和计算机技术的全新现代化服务方式,已引起了越来越多人的关注,中国拥有世界上最大的新兴消费市场,呼叫中心的应用将十分广泛,发展前景将无比可观,最终必将形成巨大的市场。 如此具有潜力的市场,必将引来激烈的甚至残酷的竞争。国内的 “Call Center” is not a new term for us. In recent years, call centers have shown a rapid development all over the world, especially in Europe and North America. The annual sales generated by call centers in the world have reached as high as 650 billion The economic benefits of the U.S. dollar have increased at an annual rate of 20% to 30% and the revenue in 1999 has reached 6.5 billion U.S. dollars. These facts show that the commercial use and economic value of customer service centers have been widely accepted and applied, and their economic prospects Invaluable Although call centers in Europe, North America and even Hong Kong has been very developed, but in our country’s domestic market is still basically not formed scale. However, as a brand-new modernized service mode that can make full use of existing means of communication and computer technology, call center has aroused more and more people’s attention. China has the largest emerging consumer market in the world. The application of call center will be very broad , The development prospect will be extremely impressive, and will eventually form a huge market. Such a potential market will inevitably lead to intense or even brutal competition. domestic