2007中国最佳呼叫中心：摩托罗拉移动通讯事业部中国区客户联系中心

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：摩托罗拉移动通讯事业部中国区客户联系中心

Motorola MD PRC Call Center

所处行业：IT
所在城市：上海
建立时间：2000年
人员数量：85
座席数量：67
客服号码：8008105050

获奖介绍：

摩托罗拉呼叫中心是摩托罗拉移动通讯事业部为摩托罗拉公司与手机客户之间搭建起的一座空中桥梁，也是用户了解摩托罗拉公司产品及服务的窗口。客户摩托罗拉呼叫中心通过IVR接入和呼出电话、传真、电子邮件等形式完成客户服务，本着健康，诚信的服务理念，高度注重“以人为本”的服务原则，逐步确立了其在摩托罗拉产业体系当中的地位。为了能与广大客户最大限度的实现资源的有效共享，呼叫中心设有内容广泛，具有市场支持、技术和售后支持的强大的数据库，提供手机功能特点、操作使用、手机售前、售后服务等各种信息给客户，使客户可以深深地体会到摩托罗拉“全心全意为客户服务”的宗旨。另外，摩托罗拉呼叫中心收集了大量的客户反馈信息，摩托罗拉公司根据这些客户反馈信息及时的了解到自己产品质量及服务质量，得以不断完善公司的产品及服务。

Brief Introduction of the Winning Units:

Motorola Call Center (ExperienceCare), which is established by Mobile Device Sector of company, is not only a skyway bridge that linking Motorola and cellular consumers closely and but also a Consumer’s window to the Motorola products and services. Motorola Call Center services consumers with such channels as IVR system,  inboud/outbound call, Fax and e-mail.While rendering considerate and honest services to the customers, the call center adores the motto that customers are superior. With such excellent service, its position in the whole Motorola organization, became increasingly important. To optimize the information sharing with a great number of customers and enable cusomers to deeply experience Motorola’s spirit of "Customer Centric", call center has set up a  powerful and wide-range database with market, technique and after-sale service support, which provides users with various information of phone functions and features, usage, pre-sale and after-sale service info and etc. In addition, call center collected a large nubmer of customer feedback, from which Motorola can know its product and service quality well for contious improvement.

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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