초록

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Abstract ▼ AI-Helper

We recognize call centers as a interface frequently interacting with clients, and as the first portal of enterprises promoting customer satisfaction and increasing the rate of customer maintenance. The importance of service quality in call centers is gradually enlarged, as criteria for competitive p...

We recognize call centers as a interface frequently interacting with clients, and as the first portal of enterprises promoting customer satisfaction and increasing the rate of customer maintenance. The importance of service quality in call centers is gradually enlarged, as criteria for competitive power of enterprises, and the first-line interface of communications with customers in operating method and business management. Also, Enhancing service quality is the first task of both the management and telemarketers in order to adapt to the customer's requirement level. The curriculum for telemarketer education is not established or standardized within the country yet. We must therefore study on it as soon as possible, though it has a short history and insufficient theoretics. In this paper, we descirbe the development of a formal telemarketer education program in call centers included the result that analyze existing educational programs, and the opinion of call centers.