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中国外包呼叫中心蓄势破晓(CHINAOUTSOURCINGCALLCENTERREADYDAWN)CURRENTPOSITIONNEWSCENTEROUTSOURCINGTRENDSTEXTCHINAOUTSOURCINGCALLCENTERREADYDAWNRELEASETIME213ARTICLESOURCECUSTOMERWORLDAUTHORCAOSWORDCONTENTCLASSIFICATIONOUTSOURCINGDEVELOPMENTTRENDIN1998,CHINASFIRSTPROFESSIONALOUTSOURCINGCALLCENTER,95INFORMATIONINDUSTRYCO,LTDWASFOUNDED95INFORMATIONTHEESTABLISHMENTMARKSTHEBEGINNINGOFOUTSOURCINGCALLCENTERINDUSTRYINMAINLANDCHINASOFAR,CHINAHASOUTSOURCEDCALLCENTERSITHASBEENGOINGONFORNEARLYTENYEARSOFCOURSE,THEOUTSOURCINGCALLCENTRESINHONGKONGANDTAIWANAPPEAREARLIER,SUCHASHONGKONGTELECOMWEHAVEBEENCONDUCTINGCALLCENTEROUTSOURCINGFOR15YEARS,ANDWEHAVESEENCHINAOUTSOURCINGCALLCENTERINDUSTRYFORTENYEARSCERTAINDEVELOPMENT,BUTOVERALL,THEPACEOFDEVELOPMENTISSLOWERINFACT,THEUSEOFPROFESSIONALOUTSOURCINGCALLCENTERSERVICEPRICETHEVALUEISOBVIOUS,SUMMEDUPTHREEPOINTSFIRST,BECAUSEPROFESSIONALOPERATIONANDMANAGEMENT,CANHELPENTERPRISESTOOBTAINHIGHERQUALITYOFSERVICESECOND,ALSOBECAUSEOFPROFESSIONALOPERATIONANDMANAGEMENT,BUTALSOBECAUSEOFSCALEADVANTAGES,CANBEFORENTERPRISESTHEINDUSTRYPROVIDESLOWERSERVICECOSTSTHIRD,HELPSSIMPLIFYBUSINESSSCOPEANDWORKFLOW,SOTHATENTERPRISESCONCENTRATEINTHECOREBUSINESSDEVELOPMENTANDMANAGEMENT,ANDULTIMATELYTOENHANCETHECORECOMPETITIVENESSOFTHEPURPOSETHEVALUEISOBVIOUS,DOESNOTMEANTHATTHEMARKETCANQUICKLYACCEPTTHISIDEATHEEXPERIENCEOFOUTSOURCINGCALLCENTERSINCHINANEARLYTENYEARSOFIDEOLOGICALENLIGHTENMENTANDMARKETCULTIVATION,TOTHISDAY,WEFEELTHATDOMESTICCUSTOMERSHAVENOTYETFORMEDASTRONGSERVICEOUTSOURCINGAWARENESSTHISYEAR,WITHTHERAPIDGROWTHOFCHINASECONOMY,MOREANDMOREFOREIGNCALLCENTERENTERPRISESBEGINTOPAYCLOSEATTENTIONTOCHINAENTERINGTHECHINESEMARKETONEAFTERANOTHERLOCALOUTSOURCINGCALLCENTRESAREALSOPREPARINGTOMEETTHECHALLENGESOFGLOBALIZATION,BUTCHINAISOUTSOURCINGWHATARETHEBARRIERSTODEVELOPMENTINTHECALLCENTERMARKETANDWHATAREITSPROSPECTSSPECIALTOPICOFTHISISSUE,LETUSEXPLORETOGETHERDISCUSSCHINAOUTSOURCINGCALLCENTERINTHEFACEOFGLOBALIZATIONINDUSTRYBACKGROUNDCHINAOUTSOURCINGCALLCENTERMARKETREADYTODAWNWHATISTHEDEVELOPMENTSITUATIONOFCHINASOUTSOURCINGCALLCENTERMARKETINDUSTRYEXPERTSBELIEVETHATCHINAOUTSOURCINGCALLCENTERMARKETALSONOTTOTHEFULLDEVELOPMENTSTAGETHEREASONSAREASFOLLOWSFIRST,THEDOMESTICMARKETOCCUPIESALARGESHAREOFTHECALLCENTERLEADINGENTERPRISESHAVENOTYETUSEDOUTSOURCINGONALARGESCALE,ANDEVENIFSOMEOFTHEMAREOUTSOURCED,MOREAREJUSTOUTOFBUSINESSCALLPROJECTOUTSOURCINGISAVERYLOWRISKFORBUSINESSES,BECAUSETHEOUTBOUNDISMAINLYTOTAPNEWCUSTOMERSSERVICEENTERPRISES,SUCHASBANKS,INSURANCE,TELECOMMUNICATIONSANDSOON,THEIRBIGGESTASSETISTHECUSTOMER,ANDNOWTHEYARERELUCTANTTOEXISTINGCUSTOMERSTAKEOUTTHEOUTSOURCINGBUSINESS,BUTUSETHEOUTSOURCEDENTERPRISEDATABASETOMINENEWCUSTOMERSSUCCESSFULAMOUNTPAIDTHISMEANSTHATTHEYAREWARYOFOUTSOURCINGCALLCENTERENTERPRISES,PRUDENT,OPTIMISTICANDUSEENTERPRISESTHEREASONFORTHEEXISTENCEOFTHISALERT,BUTALSOBECAUSETHELEVELOFDOMESTICINTEGRITYWILLBELOWER,THEINTEGRITYOFTHESYSTEMISNOTPERFECTTHELEGALCONSTRUCTIONOFINFORMATIONSECURITYISLAGGINGBEHIND,WHICHISALSOAMAJOROBSTACLETOTHEFURTHERDEVELOPMENTOFTHEOUTSOURCINGCALLCENTERMARKETRIGHTONLYDOMESTICTELECOM,FINANCEANDINSURANCECOMPANIESAREWILLINGTOOUTSOURCEALLORMOSTOFTHEIRCUSTOMERBUSINESSCOMEOUTONBEHALFOFTHEDOMESTICOUTSOURCINGCALLCENTERMARKETTOENTERTHEGOLDENPERIODOFALLROUNDDEVELOPMENTSECOND,LOOKOUTSIDETHESERVICEWHETHERTHEPACKAGEINDUSTRYHASTAKENOFFORNOT,THEREISANIMPORTANTINDICATIONOFOUROUTSOURCINGSERVICEPROVIDERNO,WECANCOMPETEWITHOUTSOURCINGPROVIDERSINOTHERCOUNTRIES,SUCHASINDIA,PHILIPPINESANDMALAYSIA,BUTATPRESENTASAMATTEROFFACT,WEAREFARFROMBEINGABLETOCOMPAREWITHTHEMALARGETELEPHONECALLINTHEREALEUROPEANANDAMERICANENGLISHDEPARTMENTTHEOUTSOURCINGBUSINESSHASNOTMOVEDTOCHINAYETPERHAPSSOMECOMPANIESHAVEBEGUNTOUNDERTAKEBUSINESSINTHEUNITEDSTATES,BUTTHEVASTMAJORITYITSPARTOFATRIAL,ASMALLBUSINESSTHEABOVETWOPOINTSINDICATETHECURRENTOUTSOURCINGCALLCENTERMARKETINCHINAFIELD,WECANNOTBEBLINDLYOPTIMISTIC,BUTDOESNOTMEANTHATTHEMARKETOUTLOOKISWORRYINGINFACT,THERECENTMARKETTHEREARESTILLMANYGOODPHENOMENA,FOREXAMPLE,12580OFTHETELECOMMUNICATIONSINDUSTRYOUTSOURCING,114OFOUTSOURCING,WHICHSHOWSTHATTRUEMARKETDOORSHAVEOPENEDSIGNSINTHEBREATH,THEMARKETCONTINUEDTHEDEVELOPMENTOFTHELASTTWOYEARS,ANDAHEAVYTRENDPOTENTIALFOREIGNCAPITALENTERPRISESHAVEAGOODSENSEOFOUTSOURCING,THEYGENERALLYUSEOUTSOURCING,ANDTHEYHAVEPLAYEDAGOODROLEINPROMOTINGDOMESTICENTERPRISESUNDERTHEDEMONSTRATIONEFFECT,THEENTERPRISESWHICHWEREUNWILLINGTOUSEOUTSOURCINGBEGANTOACCEPTOUTSOURCING,WHICHREPRESENTEDAMOREPOSITIVEMEANINGYIWEBELIEVETHATCHINASOUTSOURCINGCALLCENTERMARKETISATITSBREAKINGPOINTTHETECHNOLOGYAPPLICATIONOFOUTSOURCINGCALLCENTERISRELATIVELYADVANCEDANDMATURETHECALLCENTERHASBEENDEVELOPINGRAPIDLYALONGTHETWODIRECTIONS,“TECHNOLOGYDEVELOPMENT“AND“APPLICATIONINNOVATION“,SINCETHEDAYOFPRODUCTIONEXHIBITIONTECHNOLOGYDEVELOPMENTHASCREATEDALARGERAPPLICATIONINNOVATIONENVIRONMENT,ANDTHEAPPLICATIONOFINNOVATIONWILLSOONTOUCHTHETECHNOLOGYTHELIMIT,ANDTHUSFURTHERTHEDEVELOPMENTOFTECHNOLOGYCOMPAREDWITHTHEENTERPRISESELFBUILTCALLCENTER,THETECHNOLOGYAPPLICATIONOFOUTSOURCINGCALLCENTERISRELATIVELYMATUREANDTHESERVICEISMORECOMPLEX,HIGHFLEXIBILITY,HIGHEFFICIENCYREQUIREMENTS,ANDTHISHARSHAPPLICATIONREQUIRESOUTSOURCINGCALLCENTERMANAGERSTOBEWILLINGITPROMOTESTHEMANAGEMENTLEVELANDEFFICIENCYTHROUGHTECHNICALMEANS,ANDHASMOREPOWERFULINNOVATIONMOTIVEFORTHEAPPLICATIONOFTECHNOLOGYTODAY,CHINASPROFESSIONALOUTSOURCINGCALLCENTERSARENOLONGERTECHNICALLYVIABLETHANCALLCENTERINDUSTRIESBACK。OVERTHEPASTTENYEARS,OUTSOURCEDCALLCENTERSHAVEMATUREDINTECHNOLOGYAPPLICATIONSANDAREABLETOCONTINUALLYPRESENTAPPLICATIONSINNOVATIONTALENTSHORTAGE,MANAGEMENTLEVELNEEDSTOBEIMPROVEDOUTSOURCINGRAPIDEXPANSIONOFTHECALLCENTERMARKET,THEDEMANDFORTALENTHASBECOMEURGENT,BUTBECAUSEOFTHEINDUSTRYSHAIRTHEEXHIBITIONTIMEISSHORT,THELACKOFINDUSTRYTALENTACCUMULATION,OUTSOURCINGCALLCENTERPROFESSIONALSARECURRENTLYSERIOUSLYINADEQUATE,ESPECIALLYTHELACKOFHIGHLYQUALIFIEDPERSONNELWITHEXPERIENCEANDMANAGEMENTSKILLSTHEREFORE,THERECENTDOMESTICOUTSOURCING,CALLCENTER,TALENTFLOWFREQUENT,MUTUALDIGGINGBETWEENENTERPRISES,THECORNERISSERIOUSAFTERTHENEWPLAYERSHAVEJOINED,THECALLCENTERWILLBESHIPPEDSMOOTHLYASSOONASPOSSIBLETOIMPROVETHELEVELOFOPERATION,USUALLYWITHAVERYATTRACTIVESALARYFROMOTHERCOMPANIESDIGPEOPLEAFOREIGNENTERPRISEAFTERENTERINGCHINA,LOOKINGFORMARKETDEVELOPMENTTALENTS,AWELLKNOWNPROFESSIONALOUTSOURCINGCALLCENTERENTERPRISEHASBECOMETHELARGESTINCHINATHEVICTIM,DIRECTOROFMARKETING,SWITCHED,ANDTHENTHEMARKETINGDIRECTORANDHISTEAMWERETAKENAWAYAUTHORANDINDUSTRYWHENSHESPOKETOTHEMANAGEROFANEARLIERPROFESSIONALOUTSOURCINGCALLCENTER,SHESAIDWITHAWRYSMILE“WEHAVETRAINEDALOTOFTALENTFORTHEINDUSTRY,BUTALSOFORTHEINDUSTRYTOMAKEAREALCONTRIBUTION“REASONABLETALENTSFLOWING,UNDOUBTEDLYCONDUCIVETOTHEDEVELOPMENTOFTHEINDUSTRY,BUTALSOFORINDIVIDUALSTOPROVIDEALOTOFCAREERDEVELOPMENTOPPORTUNITIES,BUTMALIGNANTTALENTCOMPETITIONWILLARTIFICIALLYIMPROVETHEOPERATINGCOSTSOFENTERPRISES,THEDEVELOPMENTOFTHEINDUSTRYADVERSELY,ENTERPRISESAREACTIVELYLOOKINGFOROUTSTANDINGPEOPLEATTHESAMETIME,WESHOULDALSOTRYOURBESTTOTRAINQUALIFIEDPERSONNELATTHESAMETIME,WESHOULDALSOCONSIDERWHETHERWESHOULDRETAINANDMOTIVATEOURTALENTSACHINAOUTSOURCINGCALLCENTERINDUSTRYINTHEFUTUREFORALONGTIMEWILLBEINTHEEXPANSIONOFTHESITUATION,PERHAPSTALENTTIGHTTHESITUATIONWILLNOTCHANGEFORANEXTENDEDPERIODOFTIMEASFORTHEDEVELOPMENTOFTHEINDUSTRY,THETRAININGOFSPECIALIZEDPERSONNELSHOULDBETHEFIRSTANDMOSTIMPORTANTTASK,ANDTHEPROMOTIONOFTHEOPERATIONANDMANAGEMENTLEVELWILLBEDIRECTTARGETTHESHORTAGEOFTALENT,ESPECIALLYTHESHORTAGEOFMANAGERIALTALENTS,HASDIRECTLYLEDTOMANYOUTSOURCINGCALLCENTERSINCHINATHELEVELOFOPERATIONANDMANAGEMENTISRELATIVELYLOWTHISISINLINEWITHTHEOUTSOURCINGOFCALLCENTERSINTHEMOREMATUREAPPLICATIONOFTECHNOLOGYTOFORMTHANTHEINDUSTRYBELIEVESTHATTHEMANAGEMENTLEVELNEEDSTOBEIMPROVED,NOTONLYINTHEOUTSOURCINGCALLCENTER,THEWHOLECALLOFCHINATHEMANAGEMENTOFTHECENTRALINDUSTRYWILLLAGBEHINDTHELEVELOFTECHNOLOGYAPPLICATIONFORALONGTIMETOCOMEHONGKONGYIBAOPAN“THEREISNOMATURETRAININGCOURSEFOROUTSOURCINGCALLCENTERMANAGEMENT,“MSSMARTSAIDWENEEDTOTAILORALONGTERM,INDEPTHOUTSOURCINGMANAGEMENTTRAININGPLANFOROURMANAGEMENTTEAMTOENHANCETHEINTERNALQUALITYSTAFFANDMANAGEMENTADAPTABILITY,CUSTOMERRELATIONSHIPMANAGEMENTSKILLS,MULTIPROJECTMANAGEMENTANDADAPTABILITY,ASWELLASOUTSOURCINGDEPTHUNDERSTANDINGOFMANAGEMENTANDSOONTOENHANCETHEPROFESSIONALISMOFTHEIROUTSOURCINGMANAGEMENTANDMANAGEMENTTEAMSTABILITY“MANPOWEROUTSOURCINGISAMAJORFEATUREOFCHINASOUTSOURCINGCALLCENTERINDUSTRYCHINASCALLCENTERINDUSTRYHASAVERYDISTINCTCHARACTERISTICOFHUMANALLOCATION,WHICHISOUTSOURCINGINDEVELOPEDCOUNTRIESCALLTHECENTERINDUSTRYVERYRAREMANPOWEROUTSOURCINGISAVERYIMPORTANTBUSINESSINOUTSOURCINGCALLCENTERSINCHINASOCALLEDMANPOWEROUTSOURCINGISTHEUSEOFOUTSOURCINGSERVICESENTERPRISES,NOTTOOUTSOURCETHECUSTOMERSERVICEBUSINESSASAWHOLE,HEMAYCHOOSECHOOSETOBUILDYOUROWNCALLCENTER,SITEANDALLSYSTEMEQUIPMENTPROVIDEDBYYOURSELFTHEYAREONLYOUTSOURCEDBYTHECALLCENTERENTERPRISEMANPOWERTHEUSEOFMANPOWERISMAINLYCONCENTRATEDINTHEBANKINGANDMOBILECOMMUNICATIONSENTERPRISES,SUCHASCHINACHINAMOBILE,MORETHAN80OFALLCALLCENTEREMPLOYEESAREDISPATCHEDSTAFFTHEYHAVETOMAKESURETHEIREMPLOYEESAREONTHEIROWNSITESERVICES,WHILEUSINGONLYTHEOUTSOURCINGCOMPANYSMANPOWER,MAINLYFORINFORMATIONSECURITYCONSIDERATIONSSTAYINMANYWESTERNCOUNTRIES,PERSONALINFORMATIONCANNOTBEUSEDFORTRANSACTIONSANDPROFITS,WHILECHINAISNOTININFORMATIONSECURITYTHEREARETOOMANYLEGALCONSTRAINTS,ANDSOMEPEOPLEJOKETHATCOMPANIESTHATNEEDDATACANBUYAHUNDREDDOLLARSFORONETHOUSANDDOLLARSTHEORDEROFTENSOFDATABASE,AFTERUSE,YOUCANUSE1000YUANTOSELLBECAUSEOFTHISENVIRONMENT,LEADINGTOENTERPRISECONCERNSMANY,THISHASSERIOUSLYAFFECTEDTHEDEVELOPMENTOFCHINASOUTSOURCINGCALLCENTERINDUSTRYHOWTOVIEWTHEENTRYOFFOREIGNCAPITALENTERPRISESSINCETHEEMERGENCEOFTHEFIRSTOUTSOURCINGCALLCENTERINCHINA,THEREHAVEBEENFOREIGNENTERPRISESTOENTERENTERINGCHINAINTHEPASTTWOYEARSTHENUMBEROFENTERPRISESHASINCREASEDSIGNIFICANTLYINFACT,FOREIGNENTERPRISESHAVEBEENVERYOPTIMISTICABOUTTHEMARKETCHINA,HASRECENTLYBEENFOREIGNCOMPANIESTOUSEONLYINFORMATIONONTHEENTRYOFAVENTUREORJOINTVENTUREFOREXAMPLE,THEHEADQUARTERSINFRANCE,THECURRENTNUMBEROFSEATSRANKEDFIRSTINTHEWORLDTELEPERFORMANCECOMPANYHASSETUPACALLCENTERINBEIJINGTHEITALYALMAVIVAGROUPISTALKINGWITHCCIDSHANGHAISETUPAJOINTVENTURECOMPANYFOREIGNENTERPRISESAREKEENONCHINASCALLCENTERMARKET,BECAUSEOFCHINASRAPIDECONOMICGROWTH,COUPLEDWITHAUSTRIAGAMES,WORLDEXPOANDOTHERHOTTOPICS,WILLCERTAINLYMAKETHEMFULLOFREVERIEINADDITION,BECAUSETHEPOPULATIONISVERYLARGE,THECHINESECITYTHEFIELDITSELFCONTAINSENORMOUSPOTENTIALFORCONSUMPTIONTHEREFORE,FOREIGNFUNDEDENTERPRISESINTOCHINASCALLCENTERMARKETHASMULTIPLEMEANINGSTHEFIRSTISTOBRINGTHEIRBUSINESSTOCHINAANDUSECHINASCOSTADVANTAGETOPROVIDESERVICESTOOTHERCOUNTRIESONTHEOTHERHAND,MOREPROFITSWILLBEGAINEDFROMCHINASECONOMICDEVELOPMENTFROMTHETIMINGPOINTOFVIEW,ITISNOWTHEBESTTIMEFORFOREIGNINVESTMENTTOENTERTHECHINESEMARKETWETALKEDABOUTOUTSOURCINGINCHINATHECALLCENTERMARKETISATITSBEST,WHENITCOMESINAND,ONTHEONEHAND,DOESNOTMISSTHECHANCETHEOTHERSIDENORWILLITBETOOEARLYTOUNDERTAKEMARKETNURTURINGANDOUTSOURCINGAWARENESSTRAININGHOWEVER,THEINDUSTRYHASSPECIALIZEDTHECOMPANYALSOBELIEVESTHATFOREIGNFUNDEDENTERPRISESSHOULDNOTBEOVERLYOPTIMISTICABOUTTHECHINESEMARKETMRTANGYI,PRESIDENTOFPACIFICBUSINESSNETWORKFORCHINAOUTSOURCINGCALLCENTERMARKETPROSPECTS,BUTTHECOMPETITIONISFIERCE,SOINVESTORSSHOULDBECAUTIOUS“INADDITIONTOTHEOUTSOURCINGCONSCIOUSNESSOFENTERPRISESERVICES,ITNEEDSTOBEPROMOTED,ANDINTERMSOFPOLICY,OUTSOURCINGENTERPRISESAREFACINGANEWONEPROBLEM,THATIS,THEACQUISITIONOFOPERATINGLICENCESATPRESENT,THECHINESEGOVERNMENTISEXTREMELYSTRICTINISSUINGOUTSOURCINGCALLOPERATORSACCORDINGTOINDUSTRYSOURCES,CURRENTLYINTHECHINESEOUTSOURCINGCALLCENTEROFFOREIGNFUNDEDENTERPRISES,INADDITIONTOSHANGHAITELESERVICES,BY2003IN2004,THECHINESEMINISTRYOFCOMMERCESIGNEDANAGREEMENTONCLOSERECONOMICANDTRADERELATIONSBETWEENTHEMAINLANDANDHONGKONG,SIGNEDWITHHONGKONG,ANDCEPACLOSER,ECONOMIC,PARTNERSHIP,ARRANGEMENT,CEPATHEOPPORTUNITYTOOBTAINOUTSIDETHEOPERATINGLICENSE,OTHERFOREIGNTYPEOUTSOURCINGCALLCENTERSAREBASICALLYINSEMIUNDERGROUNDOPERATIONGENERALLYSPEAKING,THEENTRYOFFOREIGNCAPITALENTERPRISESISBOTHACHALLENGEANDANOPPORTUNITYFORTHEEXISTINGDOMESTICOUTSOURCINGCALLCENTERENTERPRISESONTHEONEHAND,THEENTRYOFFOREIGNENTERPRISESWILLMAKETHECOMPETITIONMOREINTENSEATTHESAMETIME,THEYWILLALSOPUTSOMEMATUREEXPERIENCEANDTECHNOLOGYBRINGSIN,ESPECIALLYTHERELATIVELYMATUREMANAGEMENTTOOLSANDMETHODS,WHICHCANENHANCECHINASCALLONTHEWHOLEOPERATIONMANAGEMENTLEVELOFTHECENTERINADDITION,AFTERTHEENTRYOFFOREIGNCAPITALENTERPRISES,THEYWILLALSOWORKWITHDOMESTICENTERPRISESTOOUTSOURCECHINACALLCENTERMARKETBIGGERMARKETEXPANSIONWILLGIVEMOREOPPORTUNITIESTOALLPARTICIPANTSPRICECOMPETITIONISFIERCEINTHECURRENTOUTSOURCINGCALL,NEWMARKETS,BECAUSEOFTHELOWTHRESHOLDOFPARTICIPATION,MANYPARTICIPANTS,MANYNEWENTRANTSINORDERTOCOMPETEFORMARKETSHARE,WILLINGTOMAKEVERYLOWPRICES,OREVENLOWERTHANTHECOSTPRICETHISRESULTSINTHECURRENTOUTSOURCINGCALLCALLEDTHECENTRALMARKET,THEPRICEWARINTENSIFIED,ACERTAINEXTENTFORMEDAVICIOUSCOMPETITIONACCORDINGTOGUANGZHOUCHENGBOINFORMATIONMSYUANMENG,GENERALMANAGEROFLIMITEDCOMPANY,INTRODUCESENTERPRISESWILLINGTOOFFERVERYLOWPRICES,ANDTHEYHAVETHEIROWNPLANS,FOREXAMPLE,BECAUSETHEMARKETISLATECOMER,INORDERTOQUICKLYSETASIDESOMEHIGHVALUECUSTOMERS,THEYAREWILLINGTOTHEFIRSTPROJECTTHEYDONOTMAKEMONEYOREVENLOSEMONEY,ANDWHATTHEYCONSIDERISTHEGRADUALRECOVERYOFCOSTSANDPROFITSINFUTURECOOPERATIONTHEYARERELUCTANTTOCHANGEPARTNERSFREQUENTLYFORCUSTOMERSWHOOUTSOURCETHEIRSERVICESWEALSOHOPETOESTABLISHALONGTERMCOOPERATIVERELATIONSHIPTOMAINTAINTHESTABILITYOFTHESERVICEQUALITYTHISWILLBEINTHEMIDDLEANDLATESTAGESOFENTERPRISECOOPERATIONPROFITOPPORTUNITIESANOTHERREASONWHYCOMPANIESAREWILLINGTOMAKEAVERYLOWPRICEISTHATTHEYWANTTOEXPANDTHEIRMARKETINTHEFUTUREEXTERNALPUBLICITY,IHAVESOMEWELLKNOWNENTERPRISESANDTHEEXPERIENCEOFCOOPERATION,ITISMOREABLETOPROVETHEIRSTRENGTHTOCUSTOMERS,THISISALSOAMARKETINGSTRATEGYOFCOURSE,PRICEWARSARENOTJUSTMARKETENTRYSTRATEGIESFORENTRANTSENTRYTHRESHOLDFOROUTSOURCINGCALLCENTERMARKETRELATIVELYLOWANENTERPRISETHATWANTSTOWORKINANOUTSOURCINGCALLCENTERBUSINESS,HEMAYJUSTHAVEANOFFICEANUMBEROFTELEPHONESAREINSTALLEDANDSEVERALEMPLOYEESAREALLOWEDTOCARRYOUTBUSINESSTHEYHAVEFEWSYSTEMSANDEQUIPMENTTHECOST,TOOMANYMANAGEMENTPROCESSESANDDATAANALYSISTOOLS,DIDNOTHELPCUSTOMERSTOTAPMOREVALUE,TOIMPROVETHEQUALITYOFSERVICE,WHATTHEYCANDOISSIMPLYANSWERTHEPHONEAND,OFCOURSE,THEIRPRICEISTHEBESTCOMPETITIVEENTERPRISESBLINDPURSUITOFLOWPRICES,BUTALSOFROMANOTHERPOINTOFPROOFOFWHATWESAIDEARLIERINTHECURRENTDOMESTICTHEWEAKNESSOFMARKETUTILIZATIONOUTSOURCINGCONSCIOUSNESSALTHOUGHSOMEENTERPRISESHAVEREASONSFOROPENINGPRICEWARS,BUTTHEVICIOUSINFLUENCEOFPRICEWARONTHEDEVELOPMENTOFTHEINDUSTRYCANNOTALLOWUSTOUNWARYLOWPRICESOFTENMEANLOWQUALITYANDEVENBADFAITHINFACT,OUTSOURCINGCALLSTHEOPERATIONCOSTOFTHEMINDISRELATIVELYTRANSPARENTIFFIRMSOFFERLOWERTHANCOSTPRICES,INMOSTCASES,THEYWILLSACRIFICETHEQUALITYTORECOUPTHELOSSORKEEPTHERIGHTPROFITFOREXAMPLE,INTHEMARKETRESEARCHPROJECTPSEUDOMAKEINQUIRIES,PLEASEINENOUGHPARTICIPANTSPLEASEDONOTPROJECT,ANDFIND“BUG“TOMAKEUPTHENUMBERS,THECUSTOMERSERVICEPROJECTREGARDLESSOFCUSTOMEREXPERIENCE,ASLONGASPOSSIBLETOSHORTENTHELENGTHOFTHECALLANDSOONYUANMENGBELIEVESTHATLOWQUALITYSERVICEWILLNOTLETCUSTOMERSCUSTOMERSWILLSUSPECTTHEROLEANDVALUEOFOUTSOURCEDCALLCENTERSONCETHISSUSPICIONHASBEENSTRENGTHENED,FORTHEFUTURETHEFURTHERDEVELOPMENTANDEXPANSIONOFTHEOUTSOURCINGCALLCENTERMARKETWILLCREATEAVERYSTRONGOBSTACLE,WHICHWILLEVENTUALLYDAMAGETHEENTIREINDUSTRYTHEVICIOUSCOMPETITIONINTHECALLCENTEROUTSOURCINGMARKETHASACTUALLYHADANIMPACTONSOMEENTERPRISES,ANDSOMEENTERPRISESHAVEFOUNDTHEMSELVESTHEBUSINESSISGROWINGANDTHEMARKETISEXPANDING,BUTTHEREISNOTMUCHGROWTHINACTUALPROFITSLACKOFHIGHLYRECOGNIZEDINDUSTRIALSTANDARDSATPRESENT,THEREARESTILLMANYPROBLEMSINTHEDEVELOPMENTOFCHINASOUTSOURCINGCALLCENTERINDUSTRY,BUTWETHINKTHEBIGGESTPROBLEMISTHEREALACKOFACCEPTEDINDUSTRYSTANDARDSWEKNOWTHATTHEREAREALSOENTERPRISESANDASSOCIATIONSINTHEINDUSTRYDOINGRELEVANTWORK,ANDEVENORGANIZATIONSHAVEINTRODUCEDSOCALLEDINDUSTRYSTANDARDS,BUTTHEIRAPPROVALINTHEINDUSTRYISRELATIVELYLOWINOURCURRENTISSUEDURINGTHEINTERVIEW,MANYPEOPLEINTHEINDUSTRY,INCLUDINGHONGKONGANDSOUTHKOREA,HAVECOMEINTOCONTACTANDAGREEDTHAT,ATTHEMOMENT,ICHINASOUTSOURCINGCALLCENTERINDUSTRYLACKSSTANDARDS,ANDTHELACKOFINDUSTRIALSTANDARDSWILLSERIOUSLYAFFECTTHEFURTHERDEVELOPMENTOFTHEINDUSTRYEXHIBITIONFOREXAMPLE,THESERVICELEVELOFTHISCALLCENTERMANAGEMENTINANIMPORTANTINDICATOR,ATPRESENTTHEREAREFOURCALCULATIONSINTHEINDUSTRYFORMULA,THESAMEDATA,RESPECTIVELY,THROUGHTHEFOURFORMULASCALCULATEDRESULTSAREDIFFERENTFROMEACHOTHER,MANAGERSCANTOMAKEGOODSERVICERESULTSASNEEDEDSANFRANCISCO,ALMAVIVAJOINTVENTURE,THENEWCEOLIUKUIXIANSHENGBELIEVESTHATACREDIBLEINDUSTRYPARTICIPANTSGENERALLYRECOGNIZEDSTANDARDSFORTHEDEVELOPMENTOFTHEINDUSTRYISEXTREMELYHEAVYSIGNIFICANCETHEREARETHREEMAINBENEFITSOFSTANDARDSFOROUTSOURCINGCALLCENTERENTERPRISES,INDUSTRYSTANDARDSCANBESTANDARDIZEDINORDERTOIMPROVETHEENTERPRISESOWNABILITYANDELIMINATETHENONSTANDARDANDIRREGULARENTERPRISESCUSTOMERPERSPECTIVE,THROUGHTHEOVERALLINDUSTRIALIMAGE,ITISEASIERFORCUSTOMERSTOUNDERSTANDTHEMARKET,TODISPELCUSTOMERDOUBTS,INCREASETHETRUSTANDCREDIBILITYOFTHEINDUSTRY,ANDPROMOTETHEOUTSOURCINGMARKETTODEVELOPINAHEALTHYWAYTHIRD,THESTANDARDWILLMAKEPRACTITIONERSHAVECOMMONCOMMUNICATIONANDCOMMUNICATION,“LANGUAGE“,THEUNITYOFCONCEPTSANDUNDERSTANDINGWILLPROMOTETHECALLCENTERMANAGEMENTLEVELPROMOTE。STANDARDINDUSTRYSTANDARDSRECOGNIZEDBYTHEINDUSTRYAREURGENTLYNEEDEDFORINDUSTRIALDEVELOPMENTOUTSOURCINGCALLCENTERDEVELOPMENTISFACINGHISTORICALOPPORTUNITIESSINCETWENTYFIRSTCENTURY,WITHTHEGLOBALECONOMICTRANSFORMATIONFROMANINDUSTRIALECONOMYTOASERVICEECONOMY,THETRENDHASBEENFURTHERACCELERATEDANDDEVELOPEDTHECOUNTRYHASCOMPLETELYESTABLISHEDTHEINDUSTRIALSTRUCTUREOFSERVICEECONOMY,ANDITSSERVICESECTORACCOUNTSFORGDPINTHE30MEMBERCOUNTRIESOFOECDTHEPROPORTIONHASREACHEDMORETHAN70,THEEMPLOYMENTOFSERVICEINDUSTRYHASREACHED69OFTHETOTALNUMBEROFEMPLOYMENTEVENTHEDEVELOPMENTOFCHINATHEFAMILYHASALSOSHIFTEDTOTHEINDUSTRIALSTRUCTUREOFTHESERVICEECONOMYSOMEPEOPLESAYTHATCHINASFUTUREOPPORTUNITIESWILLBE“MADEINCHINA“SERVICETOCHINA,FROMTHEWORLDFACTORYTOTHEWORLDLOGISTICSOFFICE“MSPANMEIHUIALSOSAID,“BECAUSEOFTHESTATEANDTHELAND“THEGOVERNMENTHASPAIDATTENTIONTOTHEDEVELOPM
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