廣東移動客戶服務（江門）中心10086客戶滿意度管理

Customer Satisfaction Management in Guangdong Mobile Service Center (Jiangmen)

滿意度管理是通信公司客戶服務中心的工作核心，對於廣東移動公司而言，客戶服務中心10086是負責對外客戶服務的統一管道，起著溝通公司與客戶的橋樑作用。本案例描述了廣東移動10086客戶服務中心因競逐“亞太地區最佳呼叫中心”而面臨客戶滿意度管理提升的場景。通過圍繞10086服務中心目前所面臨的定位不明確、人員流失率大、客戶滿意度狀況不清等困境，展示了新時期背景下呼叫中心在職能定位、員工管理、客戶滿意度管理等方面面臨的挑戰。

Customer satisfaction management is the core of customer service center in communications company, for Guangdong Mobile, the customer service center 10086 is unified pipelines responsible for external customer service, and plays a role as a bridge between company with customers. This case describes the situation that Guangdong Mobile 10086 customer service center faces enhance customer satisfaction management scenarios due to compete for 'Best Asia Pacific Call Center'. Around 10,086 service centers currently facing positioning uncertainty, high staff turnover rate, unclear situation dilemma of customer satisfaction, showing the challenge that call center will face, such as functional call center function positioning, staff management, customer satisfaction management in the context of in the new era.