2009中国最佳呼叫中心：中国电信江西公司10000号呼叫中心

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1195

客户世界||2009-09-10

2009中国最佳呼叫中心：中国电信江西公司10000号呼叫中心

China Telecom Jiangxi branch No. 10000 call center

| 来源：客户世界 | 2009-09-10

所属行业：通信
人员数量：550
所在城市：南昌
座席数量：450
建立时间：2009年07月
客服号码：10000

获奖介绍：

中国电信江西公司10000号呼叫中心自2008年7月成立以来，秉承“用户至上用心服务”的理念，为江西电信近千万固话、小灵通、宽带和手机客户提供营销维系、咨询建议和投诉申告等各项服务工作，获得到了广大客户和各界的充分认可。该部门先后荣获共青团中央“全国青年文明号”、中国电信集团“巾帼建功”先进集体和“优秀客户服务团队”奖、江西直属机关“巾帼文明岗”、江西总工会“五一”巾帼集体奖、“江西省群众性经济技术创新示范岗”等一系列殊荣。

为顺应中国电信全业务的经营发展、满足全省客户便捷、高效、优质的客户服务，中国电信江西公司锐意进取、大胆创新，率先在中国电信集团开展分省10000的话务集中工作，打造中国电信规模化、专业化、品牌化呼叫中心。中国电信江西公司10000号呼叫中心现有员工550人，平均年龄24.5岁，坐席450个，接入中继3180路，设立了VIP客户专席、移动业务专席、宽带业务专席、障碍处理专席、外呼营销专席以及综合业务台席，实现了专业服务和区域服务相结合，话务集中和区域互溢相承辅，实现坐席和人力资源的有效利用，提升专业服务品质和客户满意度。

Brief introduction of the Winning Units:

Since the establishment of China Telecom Jiangxi branch No. 10000 call center in July 2008, it provides sales maintenance system, consulting, complaint disclosure and other service work to nearly 10 million fixed telephone, PHS, broadband and mobile phone customers, adhering to the concept of "customers first, service utmost". China Telecom Jiangxi branch obtains full recognition of most of its clients and all walks of life. It won many awards such as "National Youth Civilization " provided by the Communist Youth League Central Committee, the best team of "women’s great achievement " provided by China Telecom Group, "Best customer service team", "Civilization position for women" provided by the related government organization, "May 1st" best women team provided by Jiangxi Labor Union, "Demonstration station of Economic and Technological Innovation" and etc.

China Telecom Jiangxi branch is very creative and enterprising. To implement the strategy of China Telecom’s entire business operation and development and provide convenient, efficient and high quality services to all Jiangxi customers, China Telecom Jiangxi branch is the first one in China Telecom Group to centralize No. 10000 business and make it as a sizable, professional and branded call center. There are 550 employees in this call center and their average age is about 24.5. There are 450 seats and 3180 relays. There are also special seats for VIP customers, mobile business, broadband business, troubleshooting, out bound marketing business and other services. It not only fully utilizes the seats and human resources, but also improves the service quality and customer satisfaction.

评审单位：

工业和信息化部软件与集成电路促进中心（CSIP）
客户世界机构(CCMWorld Group)
呼叫中心能力成熟度模型国际标准组织（CC-CMM）
中国软件与信息服务外包产业联盟（CSA）

2009年9月

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