欧美客服与计费外包市场的对比分析

对比欧洲的运营商,美国的运营商更热衷于将自己的客服和计费业务外包出去。将客服和计费业务外包可使运营商降低系统运维成本,专注其核心业务。运营商外包客服和计费业务时可有多种选择:一是运营商在外包业务提供商服务中心的托管平台上直接开展其客服和计费应用;二是利用ASP对客服和计费应用进行远程托管;三是将整个计费业务的经营外包给一家独立的服务公司。

Comparison Analysis of Outsourcing Market of Customer Service and Billing in Europe and America

In comparison with European oper-ators,American operators generally prefer to outsource their customer service and billing service.The out source of their customer ser-vice and billing service will enable the oper-ators to reduce the cost of their system op-eration and to focus on their core services.There are many choices for the outsourcing of customer service and billing service:the first one is that the op erators de velop their customer service and billing service directly on the man age ment platform provided by the outsourcing service providers;the second is to perform re mote host of customer service and billing service through ASP;the third is to outsource the op eration of the whole billing service to an in dependent service com pa ny.