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In recent years, the rapid development of call centers , especially in banking, insurance , beauty , Delivery Fast , network marketing and other call centers have mushroomed established. Although people often come into contact with the call center , and even call center hotline is very familiar , but people do not understand the call center , but do not understand the call center operations and profit model . In addition there are plans to conduct on the part of the call center business of the company operation and management of the project lack of experience , they tend to take many detours , or even because of mismanagement caused huge losses. A company call center outsourcing services company, responsible for the full implementation of the project , including venue rental , customer service personnel recruitment, hardware purchase, software installation. Customers only need to focus on their core business , improve their core values ??, on matters related to the call center to our comprehensive call center outsourcing can be. In operations management , A company call center outsourcing services for a variety of operating modes: Mode 1: seating hire, rent by the number of seats the rent charged by the customer . Mode 2: joint sharing, co- operation with our customers call centers , and the resulting profits to share. Mode 3: System rental, customer call center space and personnel , our company just to provide system-related hardware and software. Mode 4 : The project to undertake , on a project fee , to complete the project according to customer needs . The case of a 24 hours Delivery Fast call center operations management are described in detail , including: human resources and performance management , hardware and software systems management, operational metrics and quality management , process management, customer management , cost-effectiveness ; Then and this project was carried out in-depth analysis of research, including : organizational management analysis, process management analysis, technology management analysis , cost-benefit analysis, and operations management problems encountered in the process and solutions are described, for call center development of clear direction for the future operation of new projects provide valuable reference.
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