摘 要
全球电信市场的竞争越来越激烈，电信设备制造商们向客户提供的各种设备
的价格在不断的下降，并且获得的利润也在减少。设备制造商们为了获得生存空
间和扩大发展，只能寻求创新，在售后服务的内容和品牌方面提供新的手段，以
此来提高客户满意度，稳固现有的市场同时扩大新兴市场的份额。企业形象、公
司的营销理念、技术实力和品牌效应都可以在给客户提供的服务上得到体现，而
且客户服务越来越具有市场的特征，将使企业获得一个良性竞争的优势，结果使
客户得到更多的利益。近年来电信运营商的运营规模和产业规模发展非常的迅速，
运营商提供给普通消费者的产品所包含的服务量越来越大，因此就反过来要求制
造商们提供的服务效率更高。同时运营商的服务需求也在不断的变化，各个方面
的需求也向更高的层次迈进。因此运营商也改变了寻求技术支撑的传统方式，他
们需要更多更通畅的服务，因此属于客户服务的呼叫中心顺应客户需求发展非常
迅速
本论文结合服务运营管理的理论基础，根据呼叫中心服务运营管理的原则和
衡量呼叫中心服务运营管理度量标准，从呼叫中心管理的实际问题出发，对呼叫
中心的服务运营管理现状进行了系统描述，对影响呼叫中心服务运营的关键指标
做了统计和分析，找到了影响呼叫中心服务运营管理的几个关键因素，并针对性
的提出呼叫中心的服务运营管理优化策略和措施并进行效果评估，并得出相应的
研究结论。

关键词：呼叫中心；服务运营管理；优化策略

ABSTRACT
In the global telecom market competition is becoming increasingly fierce，the price
and the profit of telecommunications equipment corporation has been reduced. In order
to survive and develop, Manufacturers have to seek innovation in customer service
content and brand to improve customer satisfaction and consolidate and expand market
share. Because the customer service representative corporate image business philosophy,
technology and brand effect. Customer service as a market behavior will enable
enterprises to enter a benign competition era and customers benefit from it finally.
Telecom equipment manufacturer is to provide customers after-sale service with
occupation and expert services. Telecommunication equipment suppliers should
establish a rapid response system. Due to the rapid development of telecom operators
and the development of industrial promotion and specialized production is accelerated
increasingly. On the one hand the service of product gets density and on the other hand
with the increase of labor productivity, it is a buyer's market. Their consumption
demand is gradually changing and the hierarchy of needs is also a corresponding
increase. Their needs extended to the direction of diversification. The customer needs
different patterns of technical support. They need more and more accessible service.
Call center is developing very quickly to customer needs.
The paper is based on the basic theory of service operation management .According
to the tenet and measurement of call center service operation management the paper will
be united in wedlock the practical problem which the call center face to and describe the
present situation of call center service operation management. Also the paper analyses
statistics of the operation target of call center and research the key element which can
affect the result of call center operation management. At the same time the paper
provide some optimization measure to advance the call center operation management
and check the result to prove the measure is works.
Keywords: Call center；Service operation management; Optimization measures;