略论呼叫中心运营战略管理及绩效评估

The Management and Performance-scaling of Operation Strategy about Calling Center

呼叫中心是当前发展现代服务业的核心内容之一。对于呼叫中心运营战略管理中所涉及的呼叫中心战略定位、战略实施中所涉及的战略规划、人员管理、营销管理以及对呼叫中心绩效评估所涉及的评估指标、指导思想和评估方法等重要因素的内涵需进行具体分析,并应对呼叫中心的运营管理过程进行探讨,以期呼叫中心业务发展实现科学管理。

Nowadays, the Calling Center has become one of the key elements in developing modern service industry in our country. The thesis tries to analyze the concrete concepts of key elements involving in the management of the Calling Center such as Strategic positioning of the Center, strategy Planning, personnel management as well as the system for monitoring and evaluation, guiding concept, methods of assessing its achievements involving in the performance--scaling system, and also the management to the elements above in the operation of the Calling Center, in order to discuss the management improvement in the development of the Calling Center.