呼叫中心在汽车和消费品召回管理中的应用研究和对策建议  

Application Research and Countermeasures of Call Center in Automobile and Consumer Product Recall Management

作　　者：徐思红[1] 宋黎[1] 孙宁[1] XU Si-hong;SONG Li;SUN Ning(China National Institute of Standardization)

机构地区：[1]中国标准化研究院

出　　处：《标准科学》2018年第12期52-56,共5页Standard Science

基　　金：中国标准化研究院中央基金项目"汽车故障模式及规律分析在缺陷信息处理中的应用"(项目编号:282018Y-5974)资助

摘　　要：在公共服务领域,呼叫中心是连接公众最快速最重要的服务渠道。呼叫中心应用在汽车和消费品召回管理中,在缺陷信息采集、召回过程监管、召回效果评估中发挥了重要作用,同时在对社会服务方面也起到了正确舆论引导的作用。本文阐述了呼叫中心在汽车和消费品召回管理工作中的设置及数据情况,对呼叫中心在汽车和消费品召回管理中发挥的作用进行详细的分析,并对呼叫中心存在的问题作了探讨,就如何进一步提高效率、充分发挥呼叫中心在召回管理中的作用提出了具体建议。In the public service sector,call centers are the fastest and most important service channel to connect the public.The call center application plays an important role in the management of automobile and consumer products recalls in the collection of defect information,the supervision of recall process,and the evaluation of recall effects.It also plays a key role in guiding social services.This paper describes the settings and data of the call center in the recall management of automobiles and consumer goods,and analyzes the role of the call center in the recall management of automobiles and consumer goods,and discusses the problems existing in the call center,giving further suggestions to further improve efficiency and give full play to the role of call centers in recall management.

关 键 词：呼叫中心 汽车和消费品召回 

分 类 号：F203[经济管理—国民经济]