2009中国最佳呼叫中心管理人：张晶辉

客户世界||2009-09-15

张晶辉：中国电信股份有限公司台州分公司10000客服中心经理

获奖介绍：

1997年大学毕业，从事呼叫中心运营管理工作五年，现任中国电信股份有限公司台州分公司10000号客服中心经理。工作勤奋、踏实，一丝不苟，所管理的团队历年来在业内获得高度评价，曾经获得过全国青年文明号、全国用户满意服务明星班组、全国质量信得过班组等荣誉，2008年获得“中国最佳呼叫中心”的称号，并且在2009年率先通过“呼叫中心能力成熟度模型国际认证”的“CC-CMM认证”一级。

在10000号运营管理上坚持以人为本，坚持用文化管理人，管好人就能做好事，体现专业化和人性化的和谐统一。尊重劳动、尊重知识、尊重人才、尊重创造，有利地调动员工的积极性、主动性和创造性。以“创建满意客服”为契机，不断提高系统对业务的支撑能力，不断提升员工的业务能力，不断增强10000号解决问题的能力，进而提高客户的满意度，提高中国电信的品牌美誉度，最终实现个人和企业的双提升。

Brief introduction of the Winning Units:

JINHUI ZHANG, graduated from university in 1997,has been engaged in operations management of call center for five years. She is the current manager of No. 10000 Customer Service Center in Taizhou Branch of China Telecom Co., Ltd.. She worked hard, practical and meticulous.The team which managed by her was highly praised in the industry over the years. This team has won a lot of honor ,for example,the National Youth Civilization, National customer satisfaction services star team and National Quality trustworthy team. the team won the "China’s best call center" title in 2008, and was certificated the first level by CC-CMM.

During management of NO.10000 customer service center, she insist on the people-oriented operation and management, and building the staff’s culture managment. Manage staff well is the basis of doing work well which reflect the harmony of specialization and humanization. The team respect  for labor, knowledge and creation,which ave a beneficial effect on mobilizing the enthusiasm, initiation,creation of the staff. We make "create a satisfied customer" as an opportunity to continuously improve the system’s ability to support business, continuously improve the operational capacity of the staff and problem-solving abilities of No. 10000, then improve customer’s satisfaction, China Telecom’s brand reputation, and final realized in piduals and enterprise to upgrade dually.

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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