2007中国最佳呼叫中心：交通银行客户服务中心

客户世界|CNCCA |2007-09-15

2007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：98
座席数量：86
客服号码：95559

获奖介绍：

交通银行客户服务中心95559是交通银行覆盖全国、面向海外的全行客户服务的综合平台和全方位的现代化电子服务渠道，通过集约化运营，主要以语音自助服务和人工座席的服务方式，为客户提供在线交易、业务咨询、账户的查询、挂失等24小时中英文双语服务，并受理客户的投诉和建议。95559也是新型的产品营销平台，通过开展电话外拨和交叉营销，代理金融交易、推介金融产品、开展市场调查，为客户提供多样化的理财服务。

交通银行客户服务中心多年来始终坚持继承与创新并重，牢固树立科学的服务标准，深化服务内涵，整合服务流程，真正实现对外服务标准化、差异化、精细化和个性化。中心在每年业务增长40％的基础上，继续扩大在线营销的领先优势，最大单笔保险销售额突破152万元。内部实施人性化管理，培育独特的服务文化，建立严格的全员培训和激励考核制度，全面实施数字化管理和品质管理，实现客户服务中心的服务质量规范管理，持续提升客户服务功能，2007年5月在上海市同业公会组织的全市16家金融机构电话银行服务质量的抽查评比中，位列同业前茅。

交通银行成为中国2010年上海世博会商业银行全球合作伙伴后，交通银行客服中心将继续坚持走专业化、规范化、特色化的道路，针对不同群体的客户需求提供创新的、优质的、高效的全球化金融服务，进一步扩大社会效益和经济效益，努力打造国际一流的客户服务中心。

Brief Introduction of the Winning Units:

Bank of Communications customer service center 95559 is a comprehensive and modern service channel for nationwide and oversea customers. With intensive management, customer can enjoy 24-hour Chinese and English service with both customer service representatives and IVR service including online transaction, business inquiry, account lost,investment consult and complaints. And 95559 is also an fulfillment of online-selling center by which financial transaction and market survey programs can be proceeded.

Bank of Communications customer service center constantly put the same emphasis on the inherited and innovation, establish scientific service standard, deepen tenet and reorganize procedure, so as to achieve the world-class, persification and in piduality service. Fast paced and content rich, we continue to expand the leading advantage in online-selling, thus the in pidual insurance amount up to 1.52 million which is on the basis of 40 percent annual increase. It is humanity management,particular service culture,strict training assessment system and digital managerment that realize the management in service quality standard in service center and enhance service function constantly. In May, 2007, we got superior grade in phone-banking service quality spot test among the 16 financial institutions organized by Shanghai financial trade association.

As Bank of Communications’ is the worldwide cooperation partner of Expo 2010, customer service center will impulse deeply innovation and driving the excellent professional service for all customers which brings specialization, standard and characteristic so as to enlarge social benefit and financial profitability ,and to endeavor to achive a leading customer service center.

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)

2007年9月

责编：admin

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