中華電信市話及行動業務客服人員每月平均約10億分鐘的總通話服務時間裡,除了完成與顧客聯繫及情感交流外,還有透過客服中心語音系統層層轉接、個人資料安全確認、等待查驗及派工等流程,完成顧客所需服務。本研究透過文獻分析法、個案研究法探究後,根據個案分析結果歸納出研究結論如下: 一、客服中心系統可透過增強受理作業服務流程簡化設計與整合,改善人力資源分配問題,進而提升服務效率與服務品質。 二、客服受理作業優化,除節省客服資源的時間成本,也能得到顧客良好服務感受,提升客服中心競爭優勢。 客服中心人員服務分工是處於一個運作高度複雜且動態的過程,依據上述結果將服務創新概念提供國內電信業者應用參考,並做為後續客服受理流程優化相關議題研究方向基準資料。
An average of about one billion minutes per month in the total call service time, Chunghwa Telecom’s customer-contact employees of local phone service and mobile business apart from must contact and afford emotional exchange with customers, also includes through the call center voice systems transfer layer by layer, personal data security confirmed, wait inspection and dispatching processes to complete customer services required. This study applied literature review and case study method. According to the results, the conclusions in this research were: 1. Call Center Application System can improve assigned problems of human resources allocation by business process re-engineer with integrate and simplify design of application system. Then enhance the efficiency andquality of service. 2. Business process re-engineer in call center application system, in addition to save the time-cost of service resource, customer also can get a better service experience. This can increase the competitive advantage of call center. Task assignment of Customer-Contact employees is a highly complex and dynamic service process. According to the above results, Supply service innovation concepts to domestic telecom operators for application and reference. And be a direction with the follow-up related issues studies.
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