Service Strategy & Value

Strategic planning

¡¡The strategy and planning of Call Center establishment and development indicates the responsibility and mission of Call Center in the development process of an enterprise, and as well as states explicitly its own development goal and plan too

Service value

¡¡In the aspects of pre-sale, on sale, post-sale (or government and social non-profit business) managed by an enterprise undertakes the essential service function, realizes the entrusted responsibility and mission of the enterprise (or society). Through the enhancement of services, it will portray an out-standing service brand image (or social service image) and win a strong advantageous competitive advantage for the enterprise (or benefiting to society).

Sale Assistance Value

¡¡Taking high quality service as the foundation, establishing good faithful and cooperative relationship with customer, grasping the potential opportunity and clue in the service, observing clearly the demand of customer in order to providing the most instance sales leading information assistant for customer, as well as direct or indirect marketing support for an enterprise.

Social Influence

Service impression

¡¡The customers have good impression and joyful feeling when enjoying Call Center service. They are willing to spreading this good impression to other people. Thus, the customer has promoted the enterprise brand value with service oral tradition and enhanced the development of an enterprise.

Brand status

¡¡The high-quality service of a Call Center is in the lead among the professions. Thus, bringing along the relative standard and norm establishment of the profession and becoming the recognized model of customer and profession. It promotes the enhancement of professional and social service quality or leads the new trendy service, bringing positive influence and consumable quality improvement for the publics.

Customer Loyalty

Customer satisfaction

¡¡When customers in contact with Call Center, they demand to obtain satisfaction promptly and to be respected, to be understood as well as good experience and joyfully secure feeling when the telephone conversation ends. Through regular investigation of satisfaction, customer will be glad giving a satisfactory evaluation to experienced service.

Customer loyalty

¡¡Taking customer satisfaction as the premise, customers will show strong interest in the enterprise and have the urge and action of continuing in purchase. They have full confidence and trust in enterprise and they would like obtaining correlation information from the enterprise and recommend other people and enterprise to establishing purchase or cooperation relationship. The customers will not give up contacting with the enterprise simply because there is a change in prices or slight defect in the product if there is reason (or unavoidable excuses). As to the erroneous of the enterprise, they will give positive forgiveness or put forward a friendly proposal.

Business growth and maintenance

¡¡The business volume of Call Center continues to grow stably and the Call Center utilization rate of customer enhances unceasingly, especially when there is a growing rate of second or multiple times by customer (It¡¯s not referring to the contact of identical question). Call Center becomes the communication channel in which accepted and fond of by customers.

Customer loss rate

¡¡Any customer complaints or losing of customer not due to the reason of bad service problems, as well as high quality service can possibly make up the customer complaints of the other links. Thus, this can reduce the hidden danger of customer complaints rate and loss rate effectively.

Human Resources Management

Recruitment and training

¡¡A consummated Recruitment and training management system is the foundation guaranteeing a Call Center provides high-quality service. Along with unceasing enhancement of customer demand, the requirement of Recruitment and training is also enhanced. Call Center needs to pay great attention to the perfection and development on this aspect.

Performance and assessment

¡¡Achievement and assessment evaluates the working standard and behavior of staffs. We should pay great attention to the principles of fairness, consistency and to be specific during Achievement and assessment. Have to safeguard every post and all the work of call center to be evaluated objectively.

Promotion and motivation

¡¡Promotion and encouragement in Call Center management should in line with the principles of fairness, public, and justice for each and every staff. Encouraging new staffs to move forward and rewarding old staffs to achieve even better, and as well as stabilizing the working fleet and Reducing loss rate of employees.

Staff satisfaction and loss rate

¡¡Staff satisfaction and loss rate manifests the operation status of Call Center working fleet. Call Center should carry out evaluation regularly and improve adjustment measure.

Operation Management Level

System

¡¡System undergoes the process of research and accumulation, those been formulated can satisfy the enterprise development. Call Center development needs existing written rules or standards to safeguard the entire working force to execute their duty by following the requirement and uniform behavior that conform to the enterprise. The applicability, standardizing, fairness of system manifests the maturity of a Call Center management.

Process

¡¡Process is the connectivity of how an enterprise can satisfies customer need externally with various working links and results internally. The good or bad of process design and monitoring is the best standard evaluating the level of Call Center management. The Call Center that Pays attention to details and manages process properly is generally and inevitably having higher management level.

Management culture

¡¡Management culture refers to individuality characteristic of a Call Center. It is the atmosphere of a Call Center management created by management attitude and management idea. It affects the togetherness, value viewpoints, as well as working behavior of staffs directly. It is the foundation of professionalized formation of Call Center work force.

Efficiency

¡¡This is Referring to the instance and executing ability of operation management in an enterprise while tackling enterprise strategy, as well as the respond of internal and external requirement. A Call Center with high responsive efficiency and executing ability will be able to find problem and demand at first opportunity and win the best competitive advantage for an enterprise.

Cost control

¡¡Refers to the strict computation, assessment, and surveillance of all consumption costs that already decided in cost goal during operation management process of a Call Center. It is also the management ability of Promulgating the deviation promptly, carrying out effective measures correcting the disadvantageous differences, as well as developing advantageous differences and limiting the cost to pre-set goal.

Customer Service Level

Quality performance

¡¡This Includes the realization ability of quality standards that reflect the Call Center service level, such as: successful connecting rate, giving up rate, disposable problem rate, lining-up duration, service level and so on.

Consistency

¡¡Consistency refers to the consistence of various working links that displayed during the process of related internal working results services and external services provided by a Call Center in an enterprise, in which include: uniformity of behavior and system, rules, culture and process requirement. Consistency reflects the extent of standardized and professional level of a Call Center service.

Information Management

Competition information management

¡¡Competition information management refers to information collection and management of other competitor enterprises and businesses with same nature in this competitive environment. Through scientific statistics and analysis, we can understand the service strategy and development trend of other competitors and preserve our own superiority status.

Operating information management

¡¡During the process of operation process, Call Center has to carry out effective information collection and management on variable information of operation process data and customer requirement. Through analysis and improvement, we can enhance the service quality effectively and unceasingly and improve customer satisfaction and loyalty further.

Decision information management

¡¡Through the management and analysis of competition and operation information, we can help enterprise formulating or consummating management strategy and promote optimized diversification of resources, helping the enterprise expands its market share and develops new service type.

Technical Capability

Capacity of business system

¡¡Refers to the degree of coordination between Call Center technology (system) platform and the realization needs of service functions of a Call Center. Certainly, It does not mean we need spending high investment to configure the most advanced system, but it is the functions and investment of the system must conform to service functional need that undertaken by the function of a Call Center.

Technical response

¡¡The speed and ability of technical response of A Call Center affect the service result and customer satisfaction directly. Thus, technology should not become the bottleneck and restriction of the service, and it should become the propelling force of service realization and effect enhancement. Therefore, the technical response should be the question that every Call Center should take serious concern.

Emergency System

¡¡When there are numerous breakdowns that are not causing by human factor during utilization of system, the Call Center must possess a system emergency solution and guarantee a normal operation of Call Center service.

Potential of Continuous Enhancement

¡¡Customer need is diversified, changing and enhancing unceasing. Therefore, service is a process that improving and consummating continuously. An outstanding Call Center should have the consciousness and good power of optimizing and improving continuously, so that it can lead the team and the enterprise can stride forward to higher level. The potential of continuous enhancement includes three parts, namely: continuing in consciousness improvement, explicit goal, as well as feasible improvement method.

Items for Evaluation

Items for Evaluation		Weight
Service strategy and value	Strategic planning	15%
	Service value
	Sale assistance value
Society influence	Service impression	15%
	Brand status
Customer loyalty	Customer satisfaction	10%
	Customer loyalty
	Business Growth rate and maintaining rate
	Customer loss rate
Human resources management	Recruitment and training	10%
	Performance Evaluation
	Promotion and Motivation
	Staff satisfaction and loss rate
Operation management level	Policy and process	10%
	Management culture
	Efficiency
	Cost control
Customer service level	Quality Performance	10%
	Connectivity rate
	Abandon rate
	Line-up duration
	Service standard
	One time problem solving
	Consistency
Information management	Competing information management	10%
	Operating information management
	Decision making information management
Technical response	Capacity of business system	10%
	Technical response
	Emergency System
Potential of Continuous enhancement	Consciousness	10%
	Goal
	Method