呼叫中心是互联网时代中企业人工化程度最高、信息交互最快、业务范围最广的服务窗口，通过先进的网络通信电信通讯手段，为客户提供高效、优质、全方位的售前、售中、售后服务。同时，呼叫中心作为将企业连为一体的综合信息交互体系，可以将外部客户和内部的调度和管理联系起来，将客户的反馈及时收集并分类传递给相应的工作部门。呼叫中心作为面对客户的首要窗口，其服务质量代表了一个企业的形象和态度，也表明出企业对于客户的体验和反馈是否足够重视。因此，呼叫中心这个部门在企业中越来越受到重视，如何提升呼叫中心服务质量是每一个相关企业需要关注的课题。

论文中对国内外关于呼叫中心的发展以及服务质量提升方式的相关文献进行了搜集和整理，主要包括的概念理论有呼叫中心的运营、服务质量的概念、服务质量对于客户体验的影响等等，并进行了综述。本文在分析DF航空公司呼叫中心概况及所处行业背景的基础上，利用层次分析法和综合加权评价分析等数据量化分析方法以及工具，构建了航空公司呼叫中心服务质量评价指标体系，运用问卷以及调研对于该呼叫中心的服务质量做出科学评估，结合DF航空公司呼叫中心服务工作的售票退票服务、问询类服务和反馈收集类服务等实例进行深入研究，从外部因素、话务运营、服务提供、服务规范和客户抱怨等五个维度对制约该呼叫中心服务质量的因素进行了评价，指出了服务质量所存在的问题，分析了产生这些问题的原因，并提出了DF航空公司呼叫中心改善自身服务质量的对策建议，提供借鉴与参考。

The call center is the service window with the highest degree of humanization, the fastest information interaction, and the widest business scope in the Internet era. It provides customers with efficient, high-quality, comprehensive pre-sales, sales, after sales service through advanced network communication and telecommunication means. At the same time, the call center, as a comprehensive information interaction system that connects enterprises, can connect external customers with internal scheduling and management, and timely collect and classify the customer feedback to the corresponding work departments. As the primary window for customers, the quality of service of a call center also represents the image and attitude of a company, and whether the company pays enough attention to customer experience and feedback. Therefore, the call center department is getting more and more attention in the enterprise. How to improve the service quality of call center is a subject that every related enterprise needs to pay attention to.

This paper collects and sorts out relevant literatures on the development of call center and the way of service quality improvement at home and abroad. The main conceptual theories include the operation of call center, the concept of service quality, the influence of service quality on customer experience, etc. Based on the analysis of the DF airlines call center overview and general industry background, this paper uses data quantitative analysis methods and tools such as analytic hierarchy process and weight grade method to construct the service quality evaluation index system of airlines' call centers. This paper makes a scientific evaluation of the service quality of the call center by using questionnaires and surveys, and conducts an in-depth study combining with the example of the call center service of DF Airlines, such as ticket refund service, inquiry service and feedback collection service. The factors restricting the service quality of the customer service department are evaluated from five dimensions, including external factors, traffic operation, service provision, service specification and customer complaints. This paper points out the existing problems of service quality, analyzes the causes of these problems, and puts forward the countermeasures and suggestions for DF airlines call center to improve its own service quality, providing reference.