论现代呼叫中心(Call Center)的功能演进及发展趋势

The Function Evolution and Development Tendency of the Call Center

现代呼叫中心作为联系企业与客户的纽带,在现代企业经营管理中起到越来越重要的作用。其角色正在由成本中心向利润中心转变,其建设也由最初的自建向外包方向发展。本文作者根据其多年通信行业的从业经验,从呼叫中心的功能演进、发展趋势等方面进行了阐述。

As the bridge connecting the enterprise and the customer,the call center is playing an increasingly important part in enterprise operation and management.The call center is turning from the cost center to the profit center.The construction of the call center is developing towards outsourcing.In this paper,the call center is discussed from function evolution to development tendency.