2009中国最佳呼叫中心：快乐购物有限责任公司

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 2168

客户世界||2009-09-10

2009中国最佳呼叫中心：快乐购物有限责任公司

Happigo Home Shopping Co., Ltd.

| 来源：客户世界 | 2009-09-10

所处行业：媒体零售
人员数量：282
所在城市：长沙
座席数量：207
建立时间：2006年3月17日
客服号码：8007058800、95105800
网址：www.happigo.com

获奖介绍：

快乐购呼叫中心于2006年3月17日成立，自成立以来，以成为卓越的国际客户营销中心为部门的远大愿景，始终坚持“专业创造价值,责任决定成就”的核心价值观，不断强化专业技能，培养员工的职业道德和社会责任感，弘扬湖南广电背景下“年轻、激情、时尚、创新”的“快乐”精神，秉承“以人为本，以客为尊”的服务经营理念，坚持优质服务与专业技能协调发展，为全国230万快乐购会员提供高效优质的贴心服务，在客户与业界中树立了良好的口碑。2008年，快乐购呼叫中心提出了做“商品专家，做行业榜样，做呼叫精英，做文明先锋”的口号，用自己的努力和实力为中心赢得了省级“青年文明号”称号。2008年6月,快乐购呼叫中心的新居——“大金马”落成。快乐购斥2000万元巨资打造的大金马呼叫中心，硬软件设施均属国内先进水平，座席由原来的150席扩充至207个台席，会员人数快速递增，截止2009年6月已拥有全国230万会员，节目覆盖50个城市，2300户收视人群，机房可以满足1500人分时段接听电话。中心采用国际先进的AVAYA呼叫中心系统、CTI集成系统、家庭购物呼叫中心管理系统、IVR自动语音系统等先进软件。每天处理话务2万通以上，呼入自动量(不含语音)达到347339通/月，平均应答速度为3秒，基于媒体零售的特点，员工的通话利用率也达到了42%，业务水平及各项指标居业界前端。

Brief Introduction of the Winning Units:

The Customer Service Center of Happigo was founded in March 17 ,2006.Since its constitution ,with purpose of being prominent international customer marketing center, it has persisted in the core value which is “profession can create value, responsibility can decide achievement ”all the time, and constantly strengthens the staffs’s professional skills and cultivates staffs’s professional ethic and social responsibility. To provide high efficiency and excellent quality’s intimate service for countrywide 2,300,000 members of Happigo, it carries farword the happy spirit in Hu Nan Broadcasting System which is “young ,passion, fashion innovation ”,holds the service conception of “ people-oriented, customer is god ”, insists on high quality service and professional skill develop harmoniously. So good reputation are builded up in client and industry. In 2008, the Customer Service Center of Happigo put forward the slogan that to be commodity experts , industry models, calling elites and vanguard of civilization. With the help of its staff’s efforts and competence, it won the title of Young Civilization in Hu Nan province.In June 2008, the new house of Customer Service Center of Happigo called Big Gloden Horse was established. To build this large calling service center , Happigo spent 20,000,000 yuan ,so both its hardware and software facilities reached domestic advance level. the seats increased from 150 to 207.As a result ,the number of members rapidly increased,by June, 2009 Happigo has got 23 million members and with its broadcast covering 50 cities and got 2300 audiences. The engine room could support 1,500 people answering the calls from time to time. The Center use the international advanced system AVAYA, CTI integration system, family members shopping calling management system and IVR automated voice system and other advanced software. The center daily traffic for more than 20 thousand, incoming automatic (IVR not included) to achieve 347,339 pass / month, with an average response time for three seconds. Based on the characteristics of media-retail, the rate of phone being used also reached 42 percent, the center keeps ahead in many parts.

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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