中文摘要
本研究主要探討知名外商企業在評估外包顧客服務管理時，決策者考量的關
鍵因素有哪些，而提供服務的廠商如何在眾多競爭業者中脫穎而出，透過個案介
紹外商與本土企業之間如何擦出火花。本文以提供服務廠商(ITTS)如何成為服務
委外(外商 A 公司)的長期合夥伴之成功關鍵因素做為研究基礎，說明外包顧客關
係管理儼然已成為現行趨勢。

首先透過訪問法深度訪談Ａ公司主管，以站在決策者角度說明「成本」不再
是委外優先考量的關鍵因素，反而是能夠有效且長期的管理顧客關係甚至可以發
揮潛在的顧客，達成更大的利益，並且提供專業、誠信，以及其他額外的彈性服
務，才是個案企業中的首要考量因素。

其次，介紹服務提供商_東捷(ITTS)透過資訊平台及數據整合，解決原本外商
A 公司的客服接線遇到的問題，更化解一般企業在客服外包時所擔心的訓練不足導
致客訴案件攀升情形等疑慮，針對外商 A 公司面臨問題一一提出對應的解決方案，
以達成雙贏局面。

本研究站在服務提供商及需求商兩方立場，分別進行個案介紹及分析，運用
訪談法印證文獻探討之內容，說明外包不僅可以節省企業成本，更可以為企業帶
來未預期效益，提供讀者分析外包顧客關係管理時可做為參考之依據。

關鍵字：服務外包 、服務供應商、 顧客關係管理

Abstract

The research is to analyze the key factors that an international enterprise would consider when it comes to outsourcing its customer service management. How could a service provider outperform competitors and create a dynamic bilateral cooperation with an international customer is also the research focus. The successful cooperation and long-term partnership between Information Technology Total Services (ITTS) and the Company A is the case study in this dissertation, emphasizing on the trend of Customer Service Outsourcing nowadays.

Firstly, by leveraging interview survey with the Company A’s manager, detailed and in-depth insights were thereby collected. From a decision maker’s perspective, cost is no longer the key consideration. They would rather focus on effective and long-term customer relationship management for reaching more potential customers and creating better business values. Moreover, professionalism, integrity and additional service flexibility are most important prerequisites according to the case study.

Secondly, the measures and solutions of the service provider ITTS are clearly provided in the dissertation. ITTS assisted the company A solving problems encountered in customer service through the integration of information platform and data. Meanwhile, ITTS implemented professional training to its service team, successfully minimizing the possibility of customer complaints and optimizing the service quality. A series of solutions has not only eliminated the company A’s difficulties, but also created a win-win cooperation for the company A and ITTS.

This research provides perspectives from service supplier and from customer at demand side. Given background information and in-depth analyses along with an interview survey, theories discussed in literatures are exactly confirmed and proven. Service outsourcing not only saves costs of a company, but also brings unexpected benefits. The research can be the reference when it comes to analysis on Customer Service Outsourcing.

Keywords: Service Outsourcing, Service provider, Customer Relationship Management

參考文獻
一、中文部分
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二、英文部分
1.IDC，US and Worldwide Outsourcing Markets and Trends,1998-2003
2.Tim Burt,Nikki Tait and John Griffiths,”Ford：Nasser’s full ser-vice”,Financial
Times,August 9 1999.
3.Survey of Current and Potential Outsourcing End-users,The Out-sourcing Institute
Membership,1998.