Research and Application on Customer Satisfaction Degree Evaluation System in Call Centers of Commercial Bank
Nowadays, it is very common that commercial banks outsource their call centers in order to reduce their operational cost so that they can better focus on their core business operation and management. However, before doing that, there should be an appropriate system to evaluate the customer satisfaction degree in call center so that top management can supervise its performance. In the evaluation system, there are differences between the weights of variant criteria. Analytic Hierarchy Process model and multilayer fuzzy comprehensive evaluation method provide both theoretical and technological support for designing customer satisfaction evaluation system in call center. We can build customer satisfaction criteria system to determine criteria weight based on this model. Computer program makes it possible to solve the model and obtain evaluation results. We can make use of computer programs and evaluation system to do real example analysis to check the consistency between the checking results from this paper and commencement from the financial industry.
CallCenter CustomerSatisfaction Multi-layer Fuzzy Comprehensive Evaluation
CAO Shu-yan WANG Wen-hao ZHANG Hui-fang
School of InformationUniversity of International Business and Economics Beijing,P.R. China, 100029 School of Information University of International Business and Economics Beijing, P.R. China, 100029
国际会议
广州
英文
1-5
2011-05-13（万方平台首次上网日期，不代表论文的发表时间）