Expand new areas of customer service.

Eight years ago, American Secos Enterprise Co., Ltd. entered Shanghai and outsourced customer relationship management services? For many people, it is still a relatively unfamiliar concept. Eight years later, Sikes Information Technology (Shanghai) Co., Ltd., which took root in the local area, won awards in succession? Best outsourcing call service organization in China? 、? China Best Outsourcing Call Center Technical Support Award? And other honors, to become a leader in the industry, and? Customer relationship management service outsourcing? It has also begun to enter the vision of many enterprises.

1999, a multinational company engaged in semiconductor manufacturing wanted to do business in China and invited its partner Secos to China. Zhang Wen, director of SEHK China, told the reporter. There were only 1 1 people at that time, and the office was also in the customer's office. ?

Working for this semiconductor manufacturer? Customer relationship management service outsourcing? In this process, SECCO management is keenly aware that China is? Customer relationship management service outsourcing? Huge potential market. The group believes that entering such an immature market as China as soon as possible can build a strong core management team with local personnel as soon as possible; Secondly, it can speed up the cultivation of Secco's brand influence as a leader. ? Zhang Wen told reporters.

Customer relationship management service outsourcing refers to the outsourcing of customer service and customer relationship management to professional companies, which enables enterprises to effectively manage customer resources, provide a unified platform for communication with customers, change customer service mode, reduce sales costs, improve customer satisfaction and loyalty, and finally achieve the improvement of enterprise efficiency. ? For example, HP, a printer manufacturer, provides users with services in use and maintenance, which is provided by our call center. HP outsources customer relationship management to us in order to reduce costs, improve efficiency and ultimately enhance the core competitiveness of enterprises. ? Zhang Wen told reporters that customer relationship management service outsourcing is usually regarded as a development trend of business process outsourcing. In most industries, fierce competition forces enterprises to find ways to reduce costs. Because the operating cost of customer service is high, enterprises can operate customer relationship management and call center services through specialized outsourcers, thus effectively reducing costs.

One year later, under the leadership of Zhang Wen, SEKOS Information Technology (Shanghai) Co., Ltd. was established. At that time, the company only had a small office with 10 employees. In the process of development, SEKOS once faced a double test from inside and outside the company.

Within the company, Sikes should solve the problem of employees' sense of identity with their jobs. Secco's service experts receive nearly 100 calls every day, and technical support personnel receive 60 to 70 calls every day. The employee's job looks like an operator on the surface, but in order to ensure the quality of service, we have high requirements for the language and tone of the employee during the call, and the employee's work is highly repetitive, so he must face all kinds of requirements put forward by users. Therefore, it is easy for employees to misunderstand their work. ? In order to solve this problem, SEKOS first strengthens training to make employees realize that they are using their own technology to provide services to users. At the same time, the psychological fatigue accumulated in employees' hearts can be resolved in time, supplemented by the incentive system, so that employees can participate in their daily work with a peaceful attitude and a soft tone every day.

Outside the company, SEKOS should try to persuade domestic enterprises to understand new businesses such as customer relationship management outsourcing and call center service outsourcing. After SEKOS was established, two tasks were carried out at the same time: one was to find customers, and the other was to promote the concept of customer relationship management service outsourcing. ? At first, our work was not smooth. ? Zhang Wen said frankly. Secco's first customer after coming to China is an old customer brought from the parent company, and so is the second customer. At that time, although the China market was huge, it still needed to be cultivated.

After years of efforts, domestic enterprises have different understandings of customer relationship management outsourcing. We have passed the most difficult stage. ? Zhang Wen said. With the intensification of competition and the continuous refinement of social division of labor, enterprises pay more and more attention to customer service and customer relationship, and pay more and more attention to customer satisfaction and loyalty in the face of huge competition. More and more enterprises realize that customer service and customer relationship management are a professional field, and outsourcing to professional companies in the form of service leasing can effectively reduce costs. The change of this concept has created favorable conditions for the rapid development of outsourcing call centers.

Today, SEKOS, located in Shibei Industrial Park, Zhabei District, Shanghai, has its own single-family office building, and has developed into the largest customer relationship management outsourcing and call center service outsourcing provider in China, managing large-scale outsourcing call centers with more than 65,438+0,000 seats in Shanghai and Guangzhou. At home, SEKOS has served many famous multinational companies and Fortune 500 companies, providing them with services in 9 languages, which has been widely recognized by customers.

Zhang Wen said that at present, SECOS's market layout in China is concentrated in East China, mainly focusing on multinational companies doing business in China. With the expansion of business, the company will gradually enter the central region and set up branches in the next two or three years.

The development of call center in China is in a process of gradual improvement, and the understanding of customer relationship management outsourcing is also in a process of deepening. Zhang Wen said that at present, the development of China's call center is comparable to that of developed countries in technology, but it still needs a long time to explore and further develop in terms of operation management level, service level and personnel quality, and many enterprises have not realized that customer relationship management outsourcing is also related to their core competitiveness. Therefore, on the one hand, SEKOS will continue to explore a set of operation and management methods suitable for China, including recruitment, training, business forecasting, internship, scheduling management, on-site control, quality assurance system, salary system, promotion system, reward and punishment system and so on. On the other hand, SEKOS will gradually turn its attention to domestic enterprises.

? At present, none of our customers are local enterprises in China. However, as large enterprises in China enter the international market, we are very confident to become their partners. It is believed that SEKOS will usher in new development opportunities in the next two to three years. ? Zhang Wen is optimistic about the future.

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