在崛起的新一代电信运营商中,中国网通拥有国家重点IP骨干网络,致力于电信基础设施建设,提供电信级宽带业务。在竞争中,网通确立了“以客户为中心,为客户提供优质、高效、满意服务”的宗旨。南京地区作为网通公司重要的布点,客户服务需求极为强烈。为此中国网通亟待建立别具特色,且有后起优势的客户服务体系。呼叫中心作为现代企业有力提升客户支持水平的重要工具,已为越来越多的企业所重视,如电信运营商 Among the emerging new-generation telecom operators, China Netcom has a national key IP backbone network dedicated to telecom infrastructure and providing carrier-class broadband services. In the competition, China Netcom established the tenet of “taking customers as the center and providing customers with high quality, high efficiency and satisfactory service”. Nanjing area as an important distribution network company, customer service demand is extremely strong. To this end, China Netcom urgently needs to establish a distinctive customer service system with advantages afterwards. As an important tool for modern enterprises to enhance their customer support, call centers are valued by more and more enterprises such as telecom operators