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随着国内移动通信市场的不断发展,竞争的日趋激烈,客户对服务便捷性的要求日益提升,呼叫中心已成为中国移动客户触点最频繁的服务界面。作为一种实体渠道服务方式,呼叫中心的存在极大地提升了企业的运营效率,为企业创造了巨大的价值。在规模不断扩大的同时,呼叫中心也在不断地推进专业化和精细化管理,创新运营模式,体现自身在企业发展中的价值,开始逐步承担起客户关系管理、在线营销、挖掘客户潜在价值等职能,成为企业服务营销以及客户挖潜的主渠道之一。为了实现对呼叫中心运营管理水平的评估,提升呼叫中心运营管理水平,实现精细化管理,中国移动浙江公司(以下简称浙江移动)客服中心从2005年开始逐步探索并搭建了一套体现移动呼叫中心特点的运营监控指标体系,根据制定的运营监控指标体系实施有效的运营监控预警机制,实现了呼叫中心的精细化管理。
With the continuous development of the domestic mobile communications market, the competition is fiercer and fiercer, and the requirements of customers for service convenience are increasing. The call center has become the most frequent service interface for China Mobile customers. As an entity channel service, the existence of a call center greatly improves the operational efficiency of an enterprise and creates great value for the enterprise. While expanding in size, the call center is constantly advancing specialized and refined management, innovating its operation mode, embodying its own value in the development of the enterprise, and gradually taking charge of customer relationship management, online marketing and potential customer value mining. Function, become one of the main channels of business service marketing and customer tapping. In order to realize the evaluation of the operation and management level of the call center and enhance the operation and management level of the call center and realize the meticulous management, the customer service center of China Mobile Zhejiang Company (hereinafter referred to as Zhejiang Mobile) has gradually explored and set up a set of mobile call center Characteristics of the operation monitoring index system, according to the operation of the establishment of indicators of operational monitoring system to implement effective early warning and alarm system to achieve the call center of refined management.