2006中国最佳呼叫中心:深圳电信10000号客户服务中心

客户世界|CNCCA |2006-09-14

2006中国最佳呼叫中心:深圳电信10000号客户服务中心

Shenzhen Telecom 10000 Customer Contact Center

所处行业：电信
所在城市：深圳
人员数量：1000
座席数量：1400
服务时间：7*24
客服号码：86-0755-10000, 86-0755-10001, 86-0755-26260000, 86-0755-96684

深圳电信10000号为深圳一千多万市民提供以“10000”为统一接入号的热线服务，涵盖电信业务受理、咨询、投诉、故障受理、话费查询、关怀营销及网上10000号（www.sz10000.com.cn），拥有3300中继、1400坐席，员工近千人，每月电话处理量近一千万次。

秉承中国电信“用户至上，用心服务”的服务理念，深圳电信10000号在行业内率先实施足不出户装电话、关怀营销、故障预处理、网上客服等举措，对客户抱怨采取闭环跟踪处理，为客户提供方便快捷贴心的服务，被中国电信集团评为首批满意服务标杆单位。

深圳10000号是深圳电信最重要的服务营销渠道之一，拥有深圳电信80%的客户接触机会，多年来培养了一支精英营销团队，占据着全局一半以上的业务增量拓展份额，凭借丰富的呼叫中心运营管理经验和电信级系统平台支撑，开始为政企客户提供呼叫中心外包服务。

深圳10000号尽力为员工提供舒适的工作环境和公平的激励、晋升通道，打造一支和谐进步的团队，倡导员工以一颗感恩的心面对工作、回报社会，热心参与社会公益活动，获得全国总工会模范职工小家、全国妇联三八红旗集体荣誉称号。

Brief Introduction of the Winning Units

Shenzhen Telecom 10000 Customer Contact Center provides its "10000" Unified Access hotline service for more than 10 million people, including the service of cover telecommunications services admissibility, advices and complaints of fault inadmissible, the charges inquiries, care and online marketing 10,000 (www.sz10000.com.cn), has 3,300 relays, 1,400 accommodates, and about 1,000 staff, with monthly telephone handling capacity of nearly 10 million times.

Uphold China Telecom "the supremacy of users motives services" service concept, Shenzhen Telecom 10000 Customer Contact Center launches first implementation in the industry to install the telephone at home, marketing concern, fault treatment, as well as the service online, take the customer complains as closed-loop tracking, provide the clients with a more convenient services. it is awarded the first examples units for satisfying service by China Telecom.

Shenzhen Telecom 10000 Customer Contact Center is one of the most important marketing channel for the service, 80% owned by Shenzhen Telecom customer contacts, over the years develops a corps of elite marketing team, which hold more than half of the overall increase in business expansion, shares with his vast experience in call center operations and telecommunications systems platform support, begin to provide customer call center outsourcing services.

Shenzhen Telecom 10000 Customer Contact Center will do their best to provide comfortable working environment and fair encouragements, promotion ways, create a harmonious team. They encourage the crew to work with a kindhearted, pay back to the society, participate the activities of the society with enthusiasm, obtained the "National Model Family for Employees" and  "National March 8th Red collective".

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

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