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向对服务感到满意的客户销售更多的产品,以获得更多利润,这是呼叫中心产业获得迅猛发展的强大动力。在美国,呼叫中心已形成了44亿美元的行业,而且以每年20％的速度增长。若干年后,凡是需要扩展和处理客户关系的企业和政府部门都需要建立CallCenter这样的计算机系统。 在国内,成功的管理者把Call Center称为“公司一切业务的数据化大门”。甚至有人形象地称之为“客户关照中心”,今天的Call Center已经成为企业适用广泛的有力的商业武器和竞争工具。因此,率先发展以客户为中心的智能信息沟通、资源融合的Call Center系统,是切合中国国情的电子商务发展模式的第一步。 近来,从街头巷尾众多的Call center宣传广告中,我们不难发现,实施Call Center的企业不断增多,CallCenter产业正在升级。为此,本刊记者深入采访了英特尔、惠普、深圳润讯、汇卓科技、APC、爱普生、西门子及银行、证卷、电信等行业,结果发现,呼叫中心巨金待淘。
Customers who are satisfied with the service sell more products to get more profits. This is a powerful driving force for the rapid development of the call center industry. In the United States, call centers have formed a $4.4 billion industry and are growing at an annual rate of 20%. Several years later, companies and government agencies that need to expand and handle customer relationships need to build computer systems such as CallCenter. At home, successful managers call the Call Center the “data gateway to all the company’s business.” Some people even call it “Customer Care Center”. Today’s Call Center has become a powerful commercial weapon and competitive tool for enterprises. Therefore, it is the first step to develop a customer-centric Call Center system for intelligent information communication and resource integration, which is in line with China’s national conditions. Recently, from the numerous Call Center publicity advertisements on the streets, it is not difficult to find that the number of companies implementing the Call Center is increasing, and the CallCenter industry is upgrading. To this end, the reporter interviewed Intel, Hewlett-Packard, Shenzhen Runxun, Huizhuo Technology, APC, Epson, Siemens, and banks, securities, telecommunications, and other industries. As a result, it was discovered that the call center was untold.