呼叫中心的标准化管理—从体系到实践.pdf

呼叫中心标准化管理 - 从体系到实践 - 7/17/2012 Copyright @ 2008 呼叫中心能力成熟度模型CC-CMM 1 全球化背景下呼叫中心标准的由来 – 外包浪潮带来的5大因素– • The outsourcing companies were very dissatisfied with the performance of their existing call center service providers – Theyre not delivering what was promised.“ • The buyers of services did not believe that third party call centers would get better without a little encouragement.“ • Implementation of improvement standards have led to significant increases in product and service quality, particularly in the manufacturing sector. – For instance, the overall quality of automobiles is significantly higher today than fifteen years ago. The outsourcing group felt the same advances could be made in service environments. • The buyer companies wanted something to distinguish the really good from the mediocre call center and other service providers, and wanted to be able to do this prior to granting business to the provider(s). • The vast majority of call centers had no model in place to improve performance. (ISO being very manufacturing-oriented) Source: COPC.com; SCP Certification; Malcolm Baldridge Academy 7/17/2012 Copyright @ 2008 呼叫中心能力成熟度模型CC-CMM 2 呼叫中心标准化管理关注的焦点 – 大规模建设、大规模运营、大规模转移– 价值：创新 价值创新 (3%) 客户：体验 改善品质(3%) 资本费用化(4%) 流程: 运营 增加收入(4%) 获取特殊技能与知识(9%) 人员: 管理 更灵活可控的成本(13%) 专注核心竞争力(17%) 技术: 匹配