Today,entrises of the society are facing intense market competition,however,to provide customers with high quality, convenient, personalized service has become the competitive focus for every enterprise to expand customer base and establish superior status.As the main window and platform of enterprises' providing high-quality customer-service,call centers are playing an increasingly important role.Though the call centers of each industry are strongly developing,most call centers are lack in overall planning for customer-service or marketing.Especially in operation management aspect,call centers in all industries have lacked a complete, standardized, targeted operation management method or system which can guide the daily operations with emphasing cotinuing improvement and upgrade of operational performance.Call center has become an important and rapidly-growing part in today's business.It triggered a series of management challenges ,from the strategic decision/commercial program on how to build relationship wiith customers,to staff's operational level and skills need to be addressed as soon as possible. Key center、trends、operation management