2007中国最佳呼叫中心：中国工商银行电子银行中心成都分中心

客户世界 | 2015年7月12日 | 文库 | 评论已关闭 | 1251

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：中国工商银行电子银行中心成都分中心

Chengdu Branch of ICBC Electronic Banking Centre

供稿：CNCCA | 来源：客户世界 | 2007-09-15

所处行业：银行
所在城市：成都
建立时间：2006年12月
人员数量：430
座席数量：——
客服号码：95588

获奖介绍：

中国工商银行电子银行中心成都分中心秉承“客户至上，一切为了持卡人”的服务宗旨，全面实施集约化经营战略，积极拓展各项业务，不断提高服务质量和运营能力，业务范围和人员规模日益扩大，员工从最初的199人壮大为现在的430人，已成为工商银行对外服务的重要窗口。

目前，成都分中心已全面受理工商银行国际卡以及除深圳等六家独立行以外的人民币信用卡客户的咨询投诉、代客交易、外拨营销、呼出业务以及催收催透等服务工作。开业来，成都分中心业务量迅速增长，服务质量稳步提升。截至6月底，累计接听电话159万通，接听率达92%；累计呼出电话85万通。较好地发挥了客户服务与关怀的作用。

成都分中心不断深化管理理念，运用先进的管理工具，建立规范化的运营机制，设立标准化的评价指标体系，通过常态化的运营分析，完善优化操作流程，实施科学的现场调控管理，提高了员工工作效率，降低了运营成本，服务质量和客户满意度得到了提升。

中国工商银行电子银行中心成都分中心致力于个性化的“分层服务”为高端客户开通VIP专线。VIP专线开通以来，电话接听率保持在97%左右，服务水平达到95%，提升了专业化的优质服务品质。为应对国际化的发展需要，开通了英语专线，实现了为外籍持卡客户提供全天候的服务。同时，成都分中心还致力全方位的“关怀服务”，不断拓展服务范围，开展了信用卡透支逾期还款提醒、临时调额提醒、到期换卡提醒以及外拨营销等呼出业务，提高了信用卡的使用频率和用卡质量，更好地满足了客户需求。

Brief Introduction of the Winning Units:

Chengdu Branch of ICBC Electronic Banking Centre takes the rule, client oriented and all for the cardholder, as the service tenet. Chengdu Branch carries on the intensification business strategy, tries to expand business and continues to improve service quality and operation capacity. The business line and the staff expand day by day. The employees increase to 430 from the original 199. It has become an important service department of ICBC.

Now, Chengdu Branch Centre has comprehensively provided some service, such as the client’s consultation and complaints from ICBC International Card and Renminbi Credit Card except Shenzhen etc six independent banks, transaction acting for clients, marketing on call, calling service, receiving and overdraft on call and so on. Since Chengdu Branch Centre opened, it has received 1.59 million phones with 92% receiving rate and it has made 850,000 calls. It has made a better effect on customer service and caring.

As the business developing, Chengdu Branch Centre continues to advance manage theory, actively uses advanced manage tools to set up normalized operation mechanism and standardized evaluating index system. By normalization operation analysis, Chengdu Branch Centre optimized the operation procedure and carried out the scientific locale regulation control management and it has effectively enhanced the work efficiency and reduced the operation cost with service quality and client satisfaction all sidedly enhanced.

Chengdu Branch Centre tries to set up in piduation Layered Service, opening up the VIP special line for the high-end client. Since VIP special line opened, the phone receiving rate remains about 97% and the service level is 95%. It enhances specialized high quality service. Aiming at the international development request, Chengdu Branch opened up English special line, realizing 24*7 service for the foreign cardholders. The all side caring service tries to expand service scale. It provides credit card overdraft overdue repayment reminder, temporary adjust credit limit reminder, expiration card change reminder and marketing on call etc service, which enhances credit card usage frequency and quality, meeting the client’s request.

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