2010中国呼叫中心年度杰出成就奖：龙春玲

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1461

||2010-11-01

龙春玲 中国工商银行股份有限公司电子银行部副总经理兼电子银行中心总经理

获奖介绍：龙春玲女士是中国工商银行客户服务及电子银行业务的领军者之一，具备扎实的理论基础和丰富的实践经验。主管客户服务工作以来，先后在资源整合、理论创新和服务创新等领域取得了卓越的成绩。在资源整合方面，自2003年起稳步推进工行一体化电话银行建设，将分散的电话服务集中整合，至2010年电话银行总控中心上线，已在全国范围构建起6大呼叫中心和8家省分行电话服务中心的立体式服务网络；在理论创新方面，组织编写了《中国工商银行电子银行中心新员工培训教材》，将全行个人金融、电子银行、投资理财、会计结算等16项重点业务浓缩精编，图文并茂，从“实际、实用、实效”的角度出发，为新员工顺利上岗奠定基础；在服务创新方面，先后推出了4006695588贵宾专线、贵宾版网上银行在线客户经理服务、短信客户服务、个贷外拨催收服务、高端客户营销等一系列新服务，不断拓展服务渠道。创新是服务的灵魂，工行电子银行中心在龙春玲女士的带领下，不断坚持创新，以服务社会为己任，逐步赢得了业界及广大客户的认知、认可和赞誉。

Brief introduction of the Winning Units: Ms. Long Chunling is a mover and shaker in ICBC customer services and electronic banking services. She has strong theoretical background and rich experience. At her helm, ICBC customer service has achieved excellence in resource integration, theoretical innovation and service innovation. In resource integration, Ms. Long is instrumental to build a dimensional service network nationwide of 6 call centers and 8 telephone banking service centers in provincial branches since placing the dispersed ICBC telephone banking services under one roof in 2003 until the online of Telephone Banking Control Center in 2010. In theoretical innovation, the ICBC Electronic Banking Center Training Material to New Staff compiled under the leadership of Ms. Long covers 16 key business areas including personal banking, electronic banking, investment and wealth management, accounting and settlement. The Training Material uses "Realistic, Practical, Efficient" illustrations to help new staff settle in quickly. In service innovation, Ms. Long launched a range of new services to continually expand the service channel. That included the 4006695588 VIP line, online customer manager service for Internet Banking (VIP), SMS customer service, outbound call for collection of personal loans and marketing to top-tier customers. Innovation is the soul of services. ICBC Electronic Banking Center stays at the forefront of innovation and carries out the mission of serving the society. The Center earns its reputation in the industry and among the customers under the leadership of Ms. Long Chunling.

责编：tianwf