2007中国最佳呼叫中心：中国网通（集团）有限公司吉林省分公司

客户世界 | 2015年7月12日 | 文库 | 评论已关闭 | 1555

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：中国网通（集团）有限公司吉林省分公司

China Netcom (Group) Co., Ltd Jilin Province Branch

供稿：CNCCA | 来源：客户世界 | 2007-09-15

所处行业：通信
所在城市：长春
建立时间：2004年
人员数量：350人
座席数量：320
客服号码：10060

获奖介绍：

吉林网通客户服务中心目前拥有全省集中的系统平台，拥有先进系统设备和技术支撑，为全省700万网通用户提供24小时不间断服务，服务范围涉及业务咨询、业务受理、技术支撑、故障申告、投诉受理等。2004年组建至今，客服中心以其先进的管理理念、热情周到的服务赢得了广大客户的信赖，多次获得全国和省市的各种殊荣。

为更好地服务于全省九市（州）的700万客户，同时为地市分公司提供有力的支撑及有价值的市场信息，吉林网通客户服务中心大胆探索，率先在同行业推出了“分区服务”，即根据全省各地市咨询受理情况实行分区管理，按区域不同设立专家座席，针对性地解决相应地市的各类业务问题，有效缓解了由于平台集中、业务集中给座席代表带来的学习压力。

凭借全省集中、统一的平台优势，吉林省客服中心正在努力实现从成本中心向利润中心的转变。以客户需要为中心，提高在线受理能力，让客户轻松享受网通服务，全力打造一流商务客服中心。同时，积极开展座席外包、在线营销、先后与政府和企事业单位合作建立了12316新农村热线、12366税务热线，12320公共卫生公益热线等，增加经济收益与社会效益。

吉林网通客户服务中心在员工的管理上注重人本管理，为员工营造亲情化的家庭氛围，增加了员工稳定性；在人才的选拔与培育上不拘一格，培养了一批优秀的客户服务代表，成为全体员工楷模。

Brief Introduction of the Winning Units:

Jilin Netcom Customer Service Center possesses a centralized system platform for the whole province and advanced system devices and technical support and provides uninterrupted service to the 7 million customers province-wide 24 hours a day. The scope of service includes service consultation, service acceptance, technical support, failure statement and complaint acceptance, etc. Since 2004 when it is established, the Center, with its advanced management concept and heatedly, considerate service, has won the reliance of customers and gained unusual glories in the city, the province and the country many times.

In order to better serve the 7 million customers in the nine municipalities (autonomous prefecture) in the province and provide powerful support and valuable market information to the branch companies in various municipalities, the Center makes exploration daringly and takes the lead among the fellow traders in launching the “zoning service”, i.e. zoning management is carried out according to the findings in the consultation acceptance in various municipalities in the whole province; experts’ seats are set up according to different zones in order to answer pertinently various kinds of service related questions put forward in corresponding municipalities; this has relieved effectively the pressure in study for customer service representatives due to concentrated platforms and concentrated service activities.

On the strength of the advantage of centralized, unified platform in the whole province, the Center is trying to change into profit center from cost center. Focusing on the customers’ demands, the center is making an effort to improve the online acceptance ability to allow the customers to enjoy easily the Netcom service and to create with all the strength a first-rate commercial customer service center. In addition, outside contracting of seats and online marking are launched actively. Cooperation has been achieved with the government and enterprises or institutions successively, having set up 12316 (New Rural District Hot Line), 12366 (Taxation Service Hot Line) and 12320 (Public Health Welfare Hot Line), which increases both economic and social benefits.

With respect to management of employees, the Center attaches importance to human and creates a family-like atmosphere for employees, which has enhanced and stability of employees. Regarding selection and training of qualified personnel, a number of excellent customer service representatives have been trained without sticking to one pattern, who have become the models for the entire personnel.

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

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