中文摘要：

金融机构呼叫中心业务外包具有降低经营成本、提高工作效率、增强核心竞争力等优点,这些优点已逐步成为金融机构创新发展的重要支撑。然而,金融机构与承包方的合作存在着质量管理问题。运用博弈的方法构建金融机构和承包方之间的演化博弈模型,分析激励策略对服务质量水平的影响,并据此提出提高呼叫中心服务质量的建议。

英文摘要：

Call center outsourcing in financial institutions improves efficiency and enhances core competitiveness by reducing operating costs. It has gradually become an important support for the development of financial innovation.However,there are many risks in cooperation between financial institutions and contractors. Based on a game model,the paper analyzes the influence of incentive strategies on service quality and puts forward corresponding proposals.