網際網路服務產業客服中心建置之研究

A Study on Implementation of Call Center in Internet Service Provider Industry

陳偉忠(WEI-CHUNG CHEN,)

指導教授 ： 許通安

中原大學/商學院/資訊管理研究所/碩士(2008年)

https://doi.org/10.6840/cycu200900627

摘要

由於全球化的趨勢，資訊科技的突飛猛進，不論是銷售實體商品或是銷售服務之企業，對於客戶關係維持及持續性銷售的重要性可見客服中心的建置是有其必要性，根據美國普渡大學研究報告指出：人力的成本大約占客服中心總成本60%以上，降低人力需求以減少人力成本，成為經營客服中心最關注的議題；由於網際網路興起，消費者意識抬頭及資訊科技的進步，企業之間的競爭已由強調產品差異化轉變到服務差異化，市場的競爭亦由區域性擴展到全球性。企業面對全球化競爭時，首要課題便是調整企業經營策略來順應目前的市場趨勢，隨著以服務為導向(Service-Driven)市場的來臨，客戶服務是未來企業的經營重點，建立一個有效率與專業的客服中心是提供客戶服務的方式之一。因此先評估自身企業規模及需求並以其它企業的客服中心為範本而為自己建立適合的客服中心，能在相對小的成本下藉由組織規劃、營運管理、資訊系統建置，而真正發揮人力投資的效益。本研究目的在於探討網際網路服務提供者在建置客服中心應考量的規劃層面及運作層面的影響因素。以個案研究的方式針對網際網路服務提供業者探討其客服中心建置之狀況，並分析二家相同性質的網路服務提供業者在客服中心運作過程及其影響因素。
本研究結果將網際網路服務提供產業客服中心建置以規劃層面與營運層面探討其影響因素，提出方案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 ； 客服中心 ； 個案研究 ； 網際網路服務產業

並列摘要

As the trend of globalization, the rapid development of information technology, both entities sales of goods or services of the enterprise sales, customer relations and continuing sales of the importance of the call center that is necessary to build, according to the United States Purdue University research report: the human cost about call center total cost of more than 60 percent, lower demand for manpower in order to reduce manpower costs, a call center operators are most concerned about the issue because the Internet rise, consumer awareness and the rise of information technology Progress, and competition among enterprises has been emphasis on product differentiation changes to the service differentiation, competition in the market to expand from regional to global.Enterprises face of global competition, the primary task is to adjust business strategy to conform to the current market trend, with the service-oriented (Service-Driven) the advent of the market, customer service is focused on the future corporate management, the establishment of a Efficient and professional call center is to provide customer service one way.So first assess their size and needs of enterprises and other enterprises to the call center as a template for themselves and for the establishment of the call center, in a relatively small organization by the cost of planning, operational management, information systems implementation, and real human The effectiveness of investment. The purpose of this study is to explore the Internet service provider in the call center should consider building the planning level and operational aspects of the impact of factors. Case studies of ways to address the Internet service provider industry to explore its call center building condition, and two of the same nature of the Internet service provider industry in the call center operation of the process and its impact factor.
The results of this study will provide Internet service call center industry to build the planning level and operational level of its impact, to put forward proposals to build the call center business reference.

並列關鍵字

Call Center ； case study ； Customer Service Center ； Internet Service Provider Industry

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