| 电信运营商运营外包式呼叫中心优劣谈 |
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| 引用本文： | 孙秋菊,周艳. 电信运营商运营外包式呼叫中心优劣谈[J]. 世界电信, 2003, 16(5): 21-23 |
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| 作者姓名： | 孙秋菊 周艳 |
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| 作者单位： | 信息产业部电信规划研究院支撑系统部工程师 |
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| 摘 要： | 日益激烈的市场竞争致使企业对呼叫中心的需求增加。外包式呼叫中心服务在中国正在兴起，在对电信运营商运营外包式呼叫中心的优势和制约因素进行相关分析后，又对电信运营商运营外包式呼叫中心的关键策略进行了探讨。
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| 关 键 词： | 电信运营商 呼叫中心 外包 客户服务 中国 发展策略 |
Advantages and Disadvantages of Outsourced Call Center of Telecom Operator |
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| SunQiujuEngineer,SupportSystemResearchDepartment,Telecommunica-tionPlanningResearchInstituteofMIIZhouYanEngineer,SupportSystemResearchDepartment,Telecommunica-tionPlanningResearchInstituteofMII. Advantages and Disadvantages of Outsourced Call Center of Telecom Operator[J]. World Telecommunications, 2003, 16(5): 21-23 |
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| Authors: | SunQiujuEngineer SupportSystemResearchDepartment Telecommunica-tionPlanningResearchInstituteofMIIZhouYanEngineer SupportSystemResearchDepartment Telecommunica-tionPlanningResearchInstituteofMII |
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| Abstract: | The increasing market competi-tion leads to the increasin g needs of en ter-prises for call center.Outsourced call cen-ter service is up ris ing in China.Af ter the analy sis of the ad vantages and dis ad van-tag es as well as con straint fac tors of ou t-sourced call center of tele com ope rator,key strate gy of telecom operator's out-sourced call cen ter is dis cus sed. |
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| Keywords: | Call center Outsource Client service Telecom operator Chin a |
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