2009中国最佳呼叫中心：中国联合网络通信有限公司福建分公司客服呼叫中心

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1291

客户世界||2009-09-10

2009中国最佳呼叫中心：中国联合网络通信有限公司福建分公司客服呼叫中心

Customer Service Call Center,China Unicom Network Communications Co., Ltd. Fujian Branch

| 来源：客户世界 | 2009-09-10

所处行业：通信
人员数量：655
所在城市：福州
座席数量：484
建立时间：2001年2月
客服号码：10010
网址：www.10010.com

获奖介绍：

福建联通客服呼叫中心作为中国联通福建分公司对外的服务窗口、服务品牌。自2001年2月组建以来，在省公司直接领导下，迅速发展壮大，占地3800M2，拥有近500个生产座席，形成功能互补、独具特色的全省集中式、数据化的呼叫中心。7×24小时为全省联通用户提供除移动、固话与宽带基础业务服务外还提供在线营销、主动回访服务和联通秘书、116114电话导航等服务。

客服呼叫中心作为一个极富热情与无限潜力的年轻团队，成员平均年龄在25岁左右。在团队管理方面，采用目标式量化管理指标，将呼叫中心战略目标转化为可运作的远景目标，并通过金字塔模式对指标进行层层分解、责任到人，形成呼叫中心纵向分解、逆向保证的KPI管理考核体系。在客户服务方面，呼叫中心专设人工调度台，创造性实现“分级接话，向下兼容”的接话配置，在调度工作中实时根据话务量进线情况进行各层人力资源调配。解决了分级服务中各级别话务与该级别内接话人员不能实时对称的难题，对提高效率及各品牌接通率起了关键作用。

Brief introduction of the Winning Units:

Customer Service Call Center, Fujian Unicom acts as the service window and is a brand of Fujian branch of China Unicom. Since the foundation in February,2001 it has been developing and growning rapidly under the leadership of the provincial headquarters. It occupies an area of 3800M2 and possesses nearly 500 working seats to form the data-based call center with the functions of replenishing each other and the characteristics of the province’s centralization. For 7 days a week and 24 hours a day we provide to the Unicom users not only the mobile, fixed and broadband services based on business but also online marketing , proactive customer feedback call, the secretary service, 116114 Tel navigation and other services.

There is a very passionate and potential young team in the customer service call center with average age of about 25. In the management field, the center adopts the measurable performance targets, transforms the strategic goal of call center into long-term operational objectives, decomposes the targets to various levels and the responsibility to the in pidual through the pyramid model and has formed the KPI management evaluation system with vertical decomposition and reverse guarantee. In the Customer service field, the center established artificial dispatch, achieved the "gradual answer, backward-compatible" creatively, then the human resource arrangement could be scheduled according to real-time traffic situation, solving the critical problem that real business requirement conflicts the capacity gap. and improving the efficiency and the brand reputation.

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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