2007中国最佳呼叫中心：中信银行信用卡中心客户服务中心

客户世界 | 2015年7月12日 | 文库 | 评论已关闭 | 1656

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：中信银行信用卡中心客户服务中心

China Citic Bank Credit Card Center

供稿：CNCCA | 来源：客户世界 | 2007-09-15

所处行业：银行
所在城市：深圳
建立时间：2003年12月
人员数量：330
座席数量：300
客服号码：4008895558

获奖介绍：

中信银行信用卡客户服务中心伴随2003年12月第一张中信信用卡的发行而诞生，于2005年6月成为信用卡中心一个独立的业务操作中心。

客服中心在发展过程中秉承了卡中心“以客户为中心，以市场为导向”的客户服务宗旨，逐步形成了“凡事以客为先、力求与众不同”的经营管理理念和“诚、信、观、心、态”的服务文化理念。为更有效地为客户提供优质服务，客服中心建设了多渠道、全方位的整体服务平台，于2005年成功导入ISO质量体系，确立了各项业务流程及操作规范，为今后服务工作的规范化、高效化打下了扎实基础，有效强化了各业务环节的可操作性和可检测性，确保7*24小时不间断地为中信银行信用卡持卡人提供优质服务。同时，对客户群进行分层管理，为白金卡持卡客户设立24小时白金贵宾服务专线。客服中心在发展的同时注重建立一整套完善的人员培训激励机制。通过对人力资源管理的实践与探索，建立了一套从招聘、培训到日常人力运用的较为科学、系统的人力资源管理模式，努力创建健康、舒适、人性化的办公环境，营造积极进取、和谐融洽的内部组织气氛。

Brief Introduction of the Winning Units:

China Citic Bank Credit Card Center customer contact center (which is called customer contact center hereinafter for short), established in Dec.2003 accompany with the first publishing of China Citic Bank Credit Card, had been an operational center separate from Credit Card Center in Jun.2005.

Customer contact center, which was inheriting the customer service tenet of “ focusing on customers, leading by marketing” from Credit Card Center, had held and formed the managerial vision of “customers first, to be unique” and the service vision of “Manage what customer think with high reputation ” gradually during its development. In order to offer customers with the best service availably, Customer contact center had built an integrated service platform accompany with many service channels. In the year of 2005, the ISO Quality System had been successfully leading into Customer contact center, many correlative operational procedures and regulations had been establishing subsequently, for the convenience of further service basic on regulation and efficiency, enhance the operation and examination function during all operational processes, ensure that we can service all the China Citic Bank credit card holder with high quality in 24 hours 7 whole days continuously. Meanwhile, used layered management onto customers and settled up VIP service special line in 24 hours for the platinum credit card holder. With the development, Customer contact center paid more attention on setting up an integrated policy in employee’s training and motivating. According to the fulfilling and discovery of HRM, we had formed a whole mode of HRM systematically from employees’ recruit/training to daily HR operation, in strive to create an healthy comfortable and humanistic working environment with aspirant and harmonious inner ambience.

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