Enterprise CALL CENTER self-built or outsourced?
Document Number: 00.043.844 Time: 29-06-2004 [I want to view / express opinions]
Amteam.org News: CBIRESEARCH predicts that China's call center has increased by 30% in 2004, and the market size will be expected to reach 19 billion yuan. A few days ago, FESCO (Foreign Enterprise Service Corporation) Call Center Phase I Project Bidding Directive. According to Wang Liqang, deputy general manager of the project general - FESCO network company, once the previous project is completed, the second phase expansion will also be launched. It is reported that the first phase of the project mainly solves the basic services of customer consultation, inquiry, complaint suggestion and new business, followed by the construction of advanced CRM and CALL CENTE. Old customers continue to expand, new customers actively join, so that the domestic Call Center is unprecedented. Especially with 2006, foreign companies will poured a large number of China, and domestic SMEs have also begun to show great enthusiasm for increasingly mature Call Center. This brings opportunities to Call Center. In addition, the maturity of the CTI technology industry, the telecommunications tariff is lowered, and CRM is increasingly in-depth, the popularization of Internet, the popularity of the Internet, turning Call Center from "profiteering" to civilianization, and becomes an important facility that many users is happy investment. Customers want to convert the customer service center as soon as possible to its profit center. Call center of domestic large and medium-sized enterprises has also launched, Haier, Lenovo and other companies have reached a few years, and the customer service center has reached a few hundred sits. In the past two years, some emerging companies such as the automotive industry, the aviation industry and the logistics industry are also very fast; the government has attached great importance to public utilities such as social security, taxation, and approved a large number of specialized payments for the centers. When the wind moves, enter the enterprise market other than the traditional industry such as Telecom, Finance, is the "ultimate goal" of Huawei, Yanyang Xinxong, Youchuang, China, Soft, Heli Jinqiao Software, Linchand and other domestic call center providers ". To achieve this goal, they first have passed through foreign brands that have had an influence of the market. At the beginning of the call center, the hardware and software is basically expensive foreign product, and there is only a telecommunications and financial industry in building strength. Today, five years later, the brand demand has quietly changed. The profit and the localization service is difficult to show, and become the soft ribs of foreign brands. At the same time, in the past few years of technical chasing for the manufacturers of North America, Japan and South Korea, in recent years, the manufacturers engaged in calling centers in recent years have accumulated rich experience. Since the core technology of the ACD call center is mainly mastered by foreign manufacturers, domestic manufacturers detach, in the call center based on microcomputer and voice board, go out of an autonomous road. In November 2003, the issuance of the National Call Center Standard System in November 2003 officially opened a new page of domestic call center industry standards. A few years ago, Jilin Mobile went to the Horse Call Center, and the relevant system costs nearly 100 million. With the competition of manufacturers, the price of related products and solutions in the domestic market continued to fall, and the profit margin tends to be reasonable. "In the past, a provincial Call Center system required 30 million yuan, and now the same product can be bought in a province, ICBC can buy it." Jiang Rui, the sales director of the Qingrel Software CTI Division, said, Industrial and Commercial Bank of Beijing Branch Initial 100 The coup center of the seat invests 80 million, now the seat has been expanded to 300, only 5 million yuan, can reach the "luxury" standard. "As long as the call center provides a reasonable price of commercial products, you can pass large-scale testing and service in place, large and medium-sized enterprises often easily choose domestic companies' products." Jiang Ruiqi can successfully enter the domestic Call Center industry in just 4 years, And walking in the forefront of the middle of the call center, attributing to the company to accurately grasp the market opportunity. It can be seen that more and more domestic companies like the green cattle have emerged, and they have begun to compete with foreign brands.
