2009中国呼叫中心产业发展杰出领袖：孙茂华

客户世界||2009-09-15

孙茂华：携程旅游信息技术（上海）有限公司服务部副总裁

获奖介绍：

孙女士2000年加入携程以来，历任携程酒店预订部经理、酒店预订部总监、服务运营高级总监、服务运营副总裁。从筹建呼叫中心开始，一直负责携程呼叫中心的管理工作。在孙女士的领导下，呼叫中心已由最初的3名员工发展到现在的5000多名员工，业务也从单纯的酒店预订扩展到了机票预订、度假预订、商旅预定和客户服务，日均呼入量从无到有，一直到现在每天110000通日均处理量。在长达9年的呼叫中心管理中，孙女士见证了中国呼叫中心产业的发展。在管理过程中，孙茂华女士身先士卒不断的推进了呼叫中心管理的变革，并成功的把国外先进的管理方法和工具应用到呼叫中心的管理中。这些管理的工具和方法包括优质服务标准化、平衡记分卡、6西格玛管理，通过这些工具有效的推进和应用，使整个呼叫中心的管理上升到一个新的台阶。在日常运营管理中，孙女士一直以追求完美的精神不断的追求服务品质的提升，以持续的学习实践再学习的精神推动呼叫中心的前进，通过改进和深化呼叫中心的管理，对现有的流程不断的改良、对质量监控体系进行调整、对客户建议进行挖掘和落实、对人员梯队进行的不懈培养，打造出了一支能够战斗并且不断学习的管理团队，同时也赢得了客户的信赖和追随。

Brief Introduction of the Winning Units:

Ms. Sun has taken multiple roles in Ctrip since she joined the company in 2000.  These roles include manager and director of hotel reservations, as well as senior director and VP of customer service.   Ms. Sun became the leader of Ctrip’s call center since its establishment.  Under her leadership, Ctrip’s call center was developed into one of the largest call centers in Asia, that processes over 110 thousand transactions every day.  The number of call center employees grew from 3 in the early days to over 5000 currently.  Today, the call center handles not only hotel reservations, but also air ticketing, packaged tour bookings, managed corporate travel bookings and disputes & complaints.  Ms. Sun witnesses the development of call center industry in China over the past 9 years.  During this period, Ms. Sun was personally involved in the daily operations and pioneered the reform of call center management by applying a number of advanced management tools and methodologies.   The adoption and implementation of management tools such as service standardization, balanced scorecard and 6-sigma, greatly helped the team to improve the service level.   Ms. Sun’s drive for perfection and continuous learning spirit propel the further development of Ctrip’s call center.  Through continuous improvement of call center processes, modification of quality control, exploration and fulfilling of customer demand and employee training and development, Ms. Sun built a strong call center team, and most importantly helped Ctrip to achieve great customer satisfaction and loyalty.

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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