保險業客服中心建置之研究

A Study on Implementation of Call Center in Insurance Industry

王維國(Wei-Kuo Wang)

指導教授 ： 吳肇銘

中原大學/商學院/資訊管理研究所/碩士(2005年)

https://doi.org/10.6840/cycu200500401

摘要

由於全球化的趨勢，資訊科技的突飛猛進，客戶服務已非傳統的電話中心所能服務的，針對以販賣服務為商品之企業，客服中心的建置是有其必要性的，保險業所販賣的是專業性的風險規劃服務商品，因此針對客戶需求之了解，新商品服務之開發，專業風險規劃的能力，是保險業者最重要的核心能力，而客服中心正是扮演者第一線與客戶最密切接觸的角色，透過企業營運策略、客戶服務中心建置與資訊科技的輔助，來達到完善高品質的服務，是保險業營運的重要目標之ㄧ。
目前參考博碩士論文所得，以金融業而言，大多的研究偏向於銀行業務之房屋貸款及信用卡等消費性金融業務（consumer banking）領域，針對保險業卻較無論及，因此本研究針對現行國內保險業客服中心的建置情況，以個案研究的方式探討一家人壽保險公司與一家產物保險公司，經由訪談分析，希望了解保險業客服中心資訊系統之建置狀況、了解其在建置前期規劃及運作面上所遭遇的問題與困難，並分析二家不同性質的保險業在客服中心運作過程中的相同及相異之處，整理出保險業建置客服中心的影響因素，提供給保險業在建置規劃客服中心時的參考。
本研究結果將客服中心建置以規劃層面與運作層面探討，規劃層面以策略面、業務面、組織面、功能面等角度探討，運作層面以人力資源、作業程序、系統規劃等角度探討，提出數項建議給予欲建置客服中心的企業參考。

關鍵字

客戶服務中心 ； 人壽保險 ； 個案研究 ； 產物保險

並列摘要

As a result of globalization tendency, information science and technology progressing by leaps and bounds. The customer service cannot be served by the traditional telephone central already. In view of the enterprise that takes trading services as the commodity, it is necessary to build the call center. What the insurance industry trades is the specialized risk plan service commodity. Therefore aims at understanding the customer demand, development new commodity service, specialized risk plan ability is the most important core ability of insurance industry. The call center is precisely acting the first line that the most closely contacts with the customer. Via the assistance of the enterprise management strategy, call center and the information technology to achieve perfection high quality service is one of the most important targets of the insurance industry.
Refer to the present abundant master paper, for the finance industry, mostly research deflect to consumer banking finance of home loan and credit card domain, but lack of insurance industry. Therefore this research takes the center in view of the present internal insurance industry; by case study way to discuss the call center establish status of a life insurance company and a non-life insurance company. Via analyze of the interview, hope to understand the establish condition of the insurance’s call center information systems; understand the problem and difficulty which occurred in earlier period of planning and operation. And analyzes the similar and difference of the call center between two different target insurance industries. To conclude the influence factor of establishing a call center in the insurance industry. Provides as a reference for insurance industry when plans to establish a call center.
The result of this paper for establishing call center is distinguished from planning and operation. The planning has been studied multilaterally of strategy, business, organization, function and the operation has been studied multilaterally of human resource, operating procedure, system planning. Propose several suggestions for reference to enterprises which are planning to set up a call center.

並列關鍵字

case study ； Call center ； non-life insurance ； life insurance

參考文獻

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