2006中国最佳呼叫中心管理人:张明

客户世界|CNCCA |2006-09-14

张明:中国工商银行电子银行中心副总经理

获奖理由：

张明女士大学本科毕业后于1981年开始参加银行工作。1999年参与筹建中国工商银行电话银行中心，2000年担任电话银行中心副总经理，2003至今任中国工商银行电子银行中心副总经理职务。张明女士是工商银行较早从事于电话银行业务的专业人士，亲身经历了电话银行的发展历程，参与并组织实施了一体化电话银行、国际卡电话银行等重大整合项目，提高了工商银行市场竞争能力；组织实施了电话银行业务科学运营管理，创新了电话银行数字化管理新模式；组织推动了电话银行营销领域的拓展，取得了较好的经济效益；组织开展了电话银行中心服务质量改革工作，通过实施绩效考核、深化业务培训、规范业务流程等措施，有效的提升95588服务水平，使该中心荣获“中国客户关怀与公众服务标杆企业金奖”称号。

Reason For the Recognition

Ms.Zhang Ming started working in bank from 1981, participated in the project of preparing and consisting Telephone Banking Center of ICBC in 1999, was appointed Deputy General Manager of Telephone Banking Center in 2000, and the Deputy General Manager of ICBC Electronic Banking Center from 2003. Ms. Zhang, as one of the professionals who earlier engaged in Telephone Banking business of ICBC, personally experienced the whole development process of Telephone Banking, participated and organized the implementation of important projects as Integrated Telephone Banking and Telephone Banking of International Card, which improved the market competitiveness of ICBC; organized the implementation of scientific operation management of Telephone Banking business, innovated the new management mode of digitalized Telephone Banking; organized and impelled the development of marketing field of Telephone Banking, which led to the better economic return; organized and launched a reform of quality services through implementation of performance evaluation, business training and standard service flow to effectively enhance the service level of 95588 Telephone Banking, helping it won the Gold Award of "China Customer Care and Public Service Yardstick Company".

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2006年9月

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