2006中国最佳呼叫中心:交通银行客户服务中心

客户世界|CNCCA |2006-09-14

2006中国最佳呼叫中心:交通银行客户服务中心

Bank of Communications, Customer Service Center

所处行业：银行
所在城市：上海
建立时间：2001年9月
人员数量：110
座席数量：85
服务时间：7*24*365
客服号码：95559

交通银行客户服务中心是交通银行集中为客户提供综合服务的窗口，目前可以通过人工座席、电话系统自助语音、语音信箱、传真、web等手段为客户提供银行咨询、投诉、查询、交易等一系列中英文双语种服务。

中心从成立初期就确立了服务文化的核心理念，明确服务哲学、服务思想和服务标准。大力借助于创建文明单位等有效载体，在为客户提供规范服务、真情服务和竭诚服务中，充分体现人性化、个性化服务特点，使“服务在中心，满意在社会”的服务内涵不断丰富，服务理念不断深化。

交行95559一贯坚持高起点、高标准，以打造服务业领先品牌优势，打造业界领先服务水准，打造业界领先客户满意度为工作宗旨。作为业界规模较大的呼叫中心，通过多年的积累，不仅成功地培育、锻炼、壮大了一支高素质的员工队伍，而且服务设施和营业环境均达到一流专业水准。2003起开创的“在线营销”服务新模式使中心在确保服务水准和服务质量的前提下，实现了财险、寿险、意外险多险种保险产品的电话销售一站式服务，累计销售额达2.5亿元，为银行带来可观的手续费收入，逐步实现了从客户服务中心向客户价值中心和盈利中心的转型。同时，通过夯实服务基础，营造服务氛围，深化服务内涵，不断创造服务价值，在业内树立了良好的“95559”品牌效应，取得了显著的社会效益和经济效益。

Brief Introduction of the Winning Units

Bank of Communications customer service center which is designed to be the comprehensive service center for all customers established at Sep, 2001. The center is located in shanghai with the same –throughout china–service number 95559. Now, there are Customer Service Representatives, IVR service, Voice Mail Box service, Facsimile service, Web Service that make our customers enjoy a 7days a week, 24hours a day, Chinese and English service. The center are made up by 110 young, energetic and efficient members.

They define their core service way, service ideal and service standard at the very beginning. They offer standard, full-hearted and complete service. Humanity, in piduality service expands to our core service. “Center serve, Customer satisfy” as our service tenet is deeply enriched.

Bank of Communications` customer service center insist high standard development in order to create superior service brand, which is the top brand in BANK industry, to be the standard of bank service and to get the highest ratio of customer satisfactions. 95559 is a large scale service center, which has trained a lot of excellent staff. Moreover, Special facilities get the first class in service. Especially, we created a whole new online-selling in 2003 which are able to offer an one-stop insurance service. They can buy property insurance, life insurance and accident insurance through our 95559 telephone service. The total amounts are beyond 250 million RMB, which product a considerable commission. Such a creative online-service converts 95559 from a customer value center to a profitable center. At the meantime, 95559 get a very good reputation through it’s service base, service atmosphere and service value.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2006年9月

责编：admin

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