一、概述当今电信市场的竟争愈演愈烈,随着企业不断发展,服务的不断延伸,服务质量巳经成为事关企业成败的一个重要的砝码,稳定一个老客户的重要性要远甚于拓展一个新客户。如何才能提高老客户的忠诚度,如何才能深入了解客户的需求,从而建立稳定的商业联系,获取更多的商机?在这方面,一个重要的因素就是企业是否拥有先进的呼叫中心体系。经过多年的发展,呼叫中心已经从 I. Overview The competition in today’s telecom market is fiercer and fiercer. With the constant development of enterprises and the continuous extension of services, the quality of service has become an important weight in the success or failure of an enterprise. The importance of stabilizing an old customer far exceeds the expansion A new customer How can we improve the loyalty of the old customers, how to understand the needs of our customers in depth so as to establish a stable business relationship and gain more business opportunities? One of the most important factors in this regard is whether the enterprises have an advanced call center system. After years of development, the call center has been from