Three hot spots in the call center
He Chengjun 2003/08/04
After suffering from years of baptism, the Call Center market has now existed three hot spots: old system transformation and new system construction coexistence, the market is converted from "technology to" to "business driver", companies from paying attention to CRM strategy The transformation of the application. In a very period, the Chinese people suddenly found their own phone bills and Internet access, and they had averaged several times, truly felt close and convenience of phones and networks. During this period, most of the Chinese companies have adjusted marketing strategies in a timely manner, carrying telephone and online marketing as the main channel, and its performance has significant growth than usual. It is foreseeable that China's Call Center market will usher in a new development opportunity. The old system transformation and new system construction and the technical transformation of the system is a top priority. For many years of Call Center construction and operation, some of our major industries have self-built Call Center, like telecommunications, banking, insurance, high-tech, home appliance manufacturing, electricity , Post, etc. These industries are in the early stages of building Call Center, mainly considering the functions of Call Center, and the main problems in customer service, such as customer consultation, customer complaints, etc. These Call Center systems have also been contributed to business operations and expansion of these industries. Over time, the market continues to change in the competitive environment, customers have higher requirements for the service quality of Call Center, the service response speed requirements are faster, the service content requirements are more comprehensive, most of whom have the Call Center system already It is difficult to adapt to the new needs of our customers. In addition, enterprises they have different people's performance to Call Center in order to win in order to win in the competition. To this end, the original Call Center system will face problems such as system expansion, technology upgrade, network network, resource sharing, business expansion, application customization, so that the technical transformation of old Call Center system will become a top priority in telecommunications, banking industries. New market demand to all industry penetration, like telecommunications, banking industries to apply the successful experience of the Call Center system, accelerate the emergence of new Call Center market demand, many small and medium-sized enterprises will choose self-built or outsourcing The way is added to this market, although the demand for each customer is limited, but the total number of new markets is not low, it is not small. It is understood that there are currently a good price-effective board-type product provided by the company to provide a good platform for SME applications. It is foreseeable that the new Call Center market demand will present steadily growth, the key is to see how Call Center devices suppliers, system integrators, operators, and consultants grasp it. Business-driven alternative technology pulls the Call Center development process, we are not difficult to find that Call Center's market development is based on customer demand to drive. Customers from starting time-to-hour technology, keen technology, dependence technology, due to technical maturity to only one support, and tend to study business problems, this process reflects the transformation process of customer needs, its needs Difference becomes the driving force in the Call Center market. Today, many Call Center equipment suppliers, system integrators feel that technology's pulling effect has been weak, the reason is that the technical differences between different products are getting smaller and smaller, and different integrators are not in technology. obvious difference. In this way, in a market environment in which a dominant difference is not obvious, there will be poor price competition, leading to many of the customers, suppliers and integrators. In this case, customers will adjust their own demand motivation, no longer with the purpose of having technology, but to resolve business issues, improve work efficiency and growth business. It can therefore be said that the customer's demand for Call Center is an inevitable process from "technical owners" to "business development".
