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随着信息技术的高速发展和竞争模式的不断升级,呼叫中心的地位在电信企业战略布局中逐渐前移,正从单一的售后服务平台转变为承担市场开拓和新业务推动的企业战略部门之一。作为呼叫中心主体的话务员队伍已经成为电信企业建立客户关系的重要纽带和桥梁,他们的个人素质、能力和服务水平的高低在很大程度上决定了客户的满意度和忠诚度,同时也对提高企业的服务质量和公众形象、增强企业的竞争能力都有着举足轻重
With the rapid development of information technology and the continuous upgrade of competition mode, the status of call center gradually moves forward in the strategic layout of telecom enterprises and is shifting from a single after-sales service platform to one of the corporate strategic departments that undertake market exploration and new business promotion . The operator team, as the main body of the call center, has become an important link and bridge for telecom enterprises to establish customer relationships. Their personal qualities, abilities and service levels greatly determine customer satisfaction and loyalty, Enterprise’s service quality and public image, enhance the competitiveness of enterprises have a decisive importance