“中国呼叫中心十年”产业发展杰出成就奖：谈慧凤

客户世界|CNCCA |2007-09-21

谈慧凤：中兴通讯股份有限公司手机呼叫中心主任

获奖介绍：

2004进入中兴通讯股份有限公司，任手机客户服务部部长；2005年任中兴通讯手机呼叫中心主任，带领团队受理全球用户咨询、投诉和建议，监控全球网点的服务质量，研究全球中兴手机用户的满意度，规划全球手机呼叫中心的建设。

在她的领导下，中兴通讯建立了结构完整、机制成熟、运作规范的手机呼叫中心，培养了一批具有呼叫中心业务经验的管理人员和座席代表。她领导团队树立起中兴手机呼叫中心的品牌形象，为公司手机经营提供了大量极具价值的参考信息和建议。

在长期的运营管理基础上，谈慧凤女士提出了成本领先理论、精细化管理理论、情商理论等呼叫中心管理的有效方法。中兴通讯股份有限公司手机呼叫中心各项运营指标达到国内标杆水平。客服代表支持完全满意率超过90%；一次性解决率超过90%；20S的接听率超过88%。

Brief Introduction of the Winning Units:

In 2004, Ms Tan joined ZTE Corporation and held the director of the department of Handsets Customer Service.Since 2005, Ms Tan has worked for ZTE as director of Handsets Call Center and has led the Handset Call Center team to deal with global customers’ consultation, complaint & advice, supervise the service quality of after-sales agencies all over the world, investigate customer satisfaction index of zte all over the world. Mark out the construction of overseas Handsets Call Centers.

With Ms Tan’s leadership, ZTE has established its Handsets Call Center with complete structure, mature system & normative operation, trained a lot of experienced supervisors and customer service representatives in the call center field.  Under her guidance, the team has built up the brand image of ZTE Handsets Call Center and has offered abundant propositional information and suggestions of great value to ZTE’ s handsets management.       

Based on her long-term operational management experience, Ms Tan raises some effective theories for operation of call center, such as cost-priority theory, specific-management theory and EQ theory, etc.  The operational index of ZTE Handsets Call Center have achieved domestic top level, with the satisfacion rate of customer service representative supporting over 90%, once-call solution rate over 88%, service level in 20S over 88%.

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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