碩士 國立臺灣科技大學 工業管理系 93 Today, it is more and more challenging for a business to maintain competitive advantages in the rapid changing environment. Increasing customer satisfaction and improving customer relationship become key factors to achieve its sustainable success for a business. Call center emerges as one of the most important tool to create a better customer relationship. By using telephone, fax, web, or face-to-face direct contact, call center provides multi-channel and enriched service content to nurture a win-win environment for customers and business. Taiwan Power Company faces the pressure of industry liberalization. Setting up call center is an imminent option to collect customer service data for future introduction of CRM. The call center has to provide more efficient service to customers and also to integrate the current 6 customer related information systems. In the long term, a distributed call center system is proposed in the site of north, central and south of Taiwan separately. In this study