呼叫中心学习支持服务模式的构建与创新

Development and Innovation of the Call Center in Distance Learning Support System

呼叫中心作为一种智能化、人性化、信息化的服务模式,在现代服务业中迅速崛起。基于呼叫中心的远程学习支持服务,可以为远程教育提供一种新型的服务解决方案。本文运用文献研究、案例研究的方法,首先在梳理呼叫中心起源和发展的基础上,探讨了呼叫中心在远程教育中的作用;然后,结合加拿大阿萨巴斯卡大学、新加坡OPENTECH、奥鹏学习中心及天津广播电视大学远程接待中心等呼叫中心在国内外远程教育中的典型应用,分析了我国远程教育呼叫中心的系统结构及其存在的问题;最后,本文认为呼叫中心学习支持服务模式应向偏重学术服务、提供标准服务、实现个性服务的方向发展和创新。

The rapid development of information technology prompts the continuous development of learning support service model.Aa an intelligentized,humanized and informationalized service,call center succeeds in modern service industry,and it can also provide a new type of learning support service in distance education.Based on literature review and case studies,this article analyzes the origin and development of call centers and their function in distance education.Our case studies of the call centers in Athabasca University,OPENTECH Education Call Center of Singapore,OPEN Learning Center China,and Tianjin Radio Television University,summarized the system structure,issues and developing direction of call centers.We then propose that call center-based learning support model should develop towards academy services,provide standardized and individualized service to support the continuous growth of distance education.