Due to the advance in computer and communication technology, businesses¡¦ Customer Relationship Management¡]CRM¡^, of which the call center is a critical component, has relied more and more technology to meet customer needs in order to become more competitive. In the Call Center, staffs provide customers with various services by phone or via face-to-face communication. Since customer relationship may influence profits and growth of the company, the quality of the call center becomes a key factor of successful CRM.
In this study, a case study based on in-depth interviews is conducted to investigate the critical successful factors of the Call Center. The results show that first, at the strategy level, it is critical for companies to incorporate IT into business strategies and compass the orientation of the Call Center to adapt to the changing business environment. Next, at the organization level, the implementation of new system is a challenge to the organization¡¦s structure, working procedure, and collaboration system. Therefore, before the implementation, the company should form a business-wide plan and make the staffs understand the demands and benefits of new system. It is also critical for the company to develop an empowerment culture and to value the voice of the front-line staffs. Lastly, at the Information Technology level, it is critical to adopt stable and continuous information technology.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0130104-101504 |
| Date | 30 January 2004 |
| Creators | Lin, Yi-Hui |
| Contributors | Hsin - Hui Lin, Feng-Yuan Kuo, Fen-Hui Lin |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0130104-101504 |
| Rights | not_available, Copyright information available at source archive |
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