壽險公司客服中心運作與知識流程之研究

A Study on Call Center Operation and Knowledge Processing in Life Insurance Industry

張麗卿(Li-Ching Chang)

指導教授 ： 曾妙慧

淡江大學/商學院/保險學系保險經營碩士在職專班/碩士(2009年)

https://doi.org/10.6846/TKU.2009.00074

摘要

壽險業長久以來一直朝著商品多樣化、通路多元化發展，中小型規模壽險公司客服中心的運作受限於業務量，其系統設備與客服人員配置難以與大型客服中心相比，若要以不同通路別、不同商品進行群組分類，提供專屬服務，較為困難。在此狀況下，客服人員必須能具備全方位的專業知識，以因應保戶之各類諮詢，客服人員的專業度及客服中心的管理能力備受考驗。
本研究以國內中型壽險業電話客服中心為主要研究範圍，藉由深度訪談資深客服主管，探討不同保險公司的實務運作經驗，研究客服中心所需知識的取得、彙整、分類、儲存方式，及如何經由訓練方式，將相關的知識傳遞予客服人員，提出客服中心經營上的建議，以幫助客服主管提昇客服人員的專業度，進而提升企業競爭能力。本研究做出主要結論如下：
1.持續的教育訓練是提昇客服中心整體專業度的必要方法。
2.建立完整的客服知識庫，將能有效提昇客服中心的營運效能，降低營運成本。

關鍵字

壽險業 ； 客服中心 ； 知識管理

並列摘要

The Life insurance industry continuously focuses on diversifying its range of products and developing multi-channel distribution. The medium and small size life insurance company’s hot-line call volume is limited. Therefore, their call center equipment and customer service representative’s numbers can not compare with big companies. The call center members are difficult to distinguish by the channel or product to offer a unique professional service. Under this condition, the customer service representative needs to have all kinds of knowledge to answer all customers’ questions. It is difficult to keep professional service in call center.

This research takes medium size life insurance company call center as the main range of study. Through interview with different call center experts, to understand their management way on call center operation. The study will show the call center way to obtain, collect, classify and store the knowledge and how to pass the knowledge to the customer service representative. The purpose is to make a suggestion to help the call center manage to improve customer service representative’s ability and improve enterprise competitive ability. This research draws the main conclusions to be as follows:
1.Continuous training is the essential way to keep and improve call center’s service level.
2.Establish complete knowledge database will be able to improve call center’s efficiency and reduces business cost.

並列關鍵字

Life Insurance Industry ； Call Center ； Knowledge Management

參考文獻

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