2007中国最佳呼叫中心：中国电信深圳分公司10000号客户服务中心

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：中国电信深圳分公司10000号客户服务中心

10000 Customer Contact Center, Shenzhen Prefecture, China Telecom

所处行业：电信
所在城市：深圳
建立时间：1997年
人员数量：1000人以上
座席数量：1400
客服号码：10000/10001/26260000/96684/96683

获奖介绍：

中国电信深圳分公司10000号客户服务中心为深圳一千多万市民提供以“10000”为统一接入号的热线服务，涵盖电信业务受理、咨询、投诉、故障受理、话费查询、关怀营销及网上10000号（www.sz10000.com.cn），拥有1500座席，员工过千人，每月电话处理量近一千万次。

秉承中国电信“用户至上，用心服务”的服务理念，中国电信深圳10000号在行业内率先实施足不出户装电话、关怀营销、故障预处理、网上客服等举措，对客户抱怨采取闭环跟踪处理，为客户提供方便快捷贴心的服务，被中国电信集团评为首批满意服务标杆单位。

中国电信深圳10000号是中国电信深圳分公司最重要的服务营销渠道之一，拥有中国电信深圳分公司80%的客户接触机会，多年来培养了一支精英营销团队，完成了全局一半以上的业务增量拓展和存量经营工作。凭借丰富的呼叫中心运营管理经验和电信级系统平台支撑，中国电信深圳10000号为政企客户提供了卓越的呼叫中心外包服务。

中国电信深圳10000号尽力为员工提供舒适的工作环境和公平的激励、晋升通道，打造了一支和谐进步的团队，倡导员工以一颗感恩的心面对工作、回报社会，热心参与社会公益活动。

Brief Introduction of the Winning Units:

10000 Customer Contact Center, Shenzhen Prefecture, China Telecom, provides its "10000" Unified Access hotline service for more than 10 million citizens, including Services Acceptance, Enquiry, Fault Report, Customer Care, and online service (www.sz10000.com.cn).  There are  1,500 desks, and over1,000 staffs, with monthly telephone handling capacity of nearly 10 million times.

Uphold the concept of "Customer First, Service Foremost", 10000 Customer Contact Center, Shenzhen Prefecture, China Telecom, is the first in the industry who has realized telephone applying and fault recovery by phone, tele-marketing, as well as online service and closed-loop customer complaining tracking. For its caring, convenient and excellent service, 10000 Customer Contact Center, Shenzhen Prefecture, China Telecom, has been named the Service Exempla of China Telecom.

10000 Customer Contact Center, Shenzhen Prefecture, China Telecom, is one of the most important marketing channels and covering around 80% of chances of customer contact in Shenzhen Prefecture, China Telecom. Over the years we have developed a corps of elite marketing team, which hold more than half of the overall new customers in business expansion, and customer maintenance. With the rich experiences in call center operation, and telecom-level systems platform support, They have provided satisfactory outsourcing services for enterprise customers. .

10000 Customer Contact Center, Shenzhen Prefecture, China Telecom, provides a comfortable working environment and fair encouraging promoting channel for staffs.  Gratitude Culture is well promoted in the team.

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)

2007年9月

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