中国外包呼叫中心蓄势破晓（china outsourcing call center ready dawn）

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,THECURRENTNUMBEROFSEATSRANKEDFIRSTINTHEWORLDTELEPERFORMANCECOMPANYHASSETUPACALLCENTERINB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SWILLSUSPECTTHEROLEANDVALUEOFOUTSOURCEDCALLCENTERSONCETHISSUSPICIONHASBEENSTRENGTHENED,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