Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)

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Call Center Industry Research on Customer Satisfaction Promotion Strategy

Authors
Xiaomeng Sui1, *, Dingding Xiao1
1Shandong Normal University, Jinan, 250014, Shandong, China
*Corresponding author.
Corresponding Author
Xiaomeng Sui
Available Online 26 July 2023.
DOI
10.2991/978-94-6463-200-2_65How to use a DOI?
Keywords
Customer satisfaction; Questionnaire survey; Promotion strategy; Call center
Abstract

Customer satisfaction in call center industry faces significant pain points such as low result authenticity and poor guidance. Through process optimization, this study helps enterprises in the call center industry accurately identify management pain points, and conducts in-depth analysis on the questionnaire feedback results of 175 B-side customers to find out the correlation and factors affecting enterprise customer satisfaction. The research shows that external customers value the delivery of quality & efficiency and value-added, while internal customers value the delivery of per capita efficiency and execution. From the perspective of results, there is a positive correlation between external customer satisfaction, internal customer satisfaction and customer collection rate. From the perspective of process, if an enterprise wants to obtain relatively accurate customer satisfaction survey information, it must take a series of measures such as accurate customer positioning, appropriate model building and accurate survey topics. Based on the business practice of enterprises, the research results are verified and tested in this study, which provides a reference for enterprises in the call center industry to solve the problems in customer satisfaction management.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)
Series
Atlantis Highlights in Intelligent Systems
Publication Date
26 July 2023
ISBN
978-94-6463-200-2
ISSN
2589-4919
DOI
10.2991/978-94-6463-200-2_65How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Xiaomeng Sui
AU  - Dingding Xiao
PY  - 2023
DA  - 2023/07/26
TI  - Call Center Industry Research on Customer Satisfaction Promotion Strategy
BT  - Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)
PB  - Atlantis Press
SP  - 628
EP  - 640
SN  - 2589-4919
UR  - https://doi.org/10.2991/978-94-6463-200-2_65
DO  - 10.2991/978-94-6463-200-2_65
ID  - Sui2023
ER  -