2007中国最佳呼叫中心：方正科技集团股份有限公司呼叫中心

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：方正科技集团股份有限公司呼叫中心

FOUNDER TECHNOLOGY GROUP CORP.CALL CENTER

所处行业：IT行业
所在城市：北京
建立时间：1999年
人员数量：150
座席数量：120
客服号码：售前08101992/售后0-82612299

获奖介绍：

方正科技呼叫中心定位于“利用先进的呼叫中心技术平台和CRM系统，通过电话、手机、   短信、互联网等多媒体接入搭建方正科技与用户便捷的桥梁，以专业的水平为方正用户提供最满意的全程服务，实现公司产品和服务的增值。树立方正口碑，赢得客户忠诚。”

呼叫中心业务涵盖了售前产品咨询、售后技术咨询、报修、一般业务咨询和客户意见反馈等方面，为客户提供全方位7*10小时服务。

秉承北大方正“勤奋、严谨、求实、创新”的精神，依托百年人文传统，人性化的管理理念和完善的管理体制，造就了方正科技呼叫中心高素质的人才和高质量的服务。方正科技呼叫中心在电话调查、暗访中受到好评。

方正呼叫中心在实际运营管理中实施以一线座席代表、二线业务支持组别和后台管理监控三层支持平台模式，内部实施全面质量管理，运用精细化管理不断提高运营效率。同时，呼叫中心以客户忠诚度为着眼点，形成从售前、售中到售后贯彻一体的客户关系管理；以客户体验为出发点，综合了VOIP、网络、短信等更丰富的多媒介服务以及客户定制化的增值服务，方正科技呼叫中心真正实现了“客户体验中心”和“多媒体互动中心”提升！

Brief Introduction of the Winning Units:

The Founder Technology Call Centre is mainly about “ utilizing advanced technology platform of call centre and CRM system; building the well-suited communication bridge between Founder and its customers by multi-media methods of telephone, mobile phone, SMS, Internet and so on; offering satisfying complete service to customers with professional standard; in order to add value for both products and services of Foundertech. In total, creating Founder’s brand image and getting customers loyalty.”

The services of Call Centre include before sales product consultation, after sales technology consultation, guarantee repair, common business consultation, customers feedback etc, which could give customers 10 hours a day and 7 days per week high-level and all-directional services.

Based on Founder’s diligence, preciseness, faithfulness, creativity and according to a century humanism tradition, humanism management notion and consummate management systems, Founder Technology Call Centre holds high making staff and high quality services. From lots of telephone market researches and interviews, we know that Founder Technology Call Centre has got great reputations.

In the process of operation management, Foundertech Call Centre has been using the model of three levels supporting platform, which concludes the first line representatives, the second line business supporting team and background management control. The Call Centre uses total quality management and refined management to improve operation efficiency continuously. At the same time, the Call Centre concentrates on customer loyalty in order to build a whole system of customer relationship management basic on before sale, on sale and after sale. Also it starts from customer experience and integrates all kinds of multimedia services, such as VOIP, Internet, SMS and customization value-added services. At present, Founder Technology Call Centre has truly actualized the development of “Customer Experience Centre” and “Interactive Multimedia Centre”.

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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