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Diagnosis and Improvement on Service Quality of SJL Company’s Call Center

Author: ChenXianQing
Tutor: LiZhiHong
School: South China University of Technology
Course: Business Administration
Keywords: call center service quality enterprise diagnosis RATER
CLC: F49
Type: Master's thesis
Year: 2011
Downloads: 65
Quote: 1
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Abstract

With economic globalization, increasing competition among enterprises, the traditional "product-centric" business ideas were being "customer-centric" concept replaced. More and more companies recognize the customer is the enterprise survival and development of the most valuable resource. Call Center, as a modern service delivery channels to establish a good connection with customers, have gradually become a weapon of companies to provide customer service, retain customers, and improve the competitiveness. Most companies have set up call centers, call centers. however, as a primary department to provide customer service,how it works? Where there is any problem? How to improve and enhance it? Based on the SJL company’s call center, this paper study service quality diagnosis and Improvements. SJL is a company engaged in Internet business enterprise, a provider of e-mail, online video, online media and other Internet online services. The call center of SJL company is positioned to provide business consulting, business acceptance and complaints channels for the company’s various business units. its main function is a service window, and a connection link between the company and customers. The merits of its services directly related to the company’s public image is good or bad. With the company’s business development, its call center is required to further enhance customer satisfaction and operational efficiency.In this paper, with reference to domestic and international approach to the evaluation of call centers, two aspects of diagnosis SJL company’s call center: customer perceived service quality and digital indicators of its operating.. External customer perception of service quality study used RATER index model and the questionnaire method, and found that customers are most concerned about the reaction index of the worst customer evaluation. Internal operational data study at Purdue University’s Joan Professor settle call center operations in 23 indicators, compared with reference data for diagnostic analysis of the industry; identified six indicators with the industry there is a gap, and gap analysis is the result of these evaluation of response to reasons for the low index. Finally, the proposed index to improve call center response of the four improvement measures, and evaluation of operational efficiency.

Diagnosis and Improvement on Service Quality of SJL Company’s Call Center

Abstract

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