2007中国最佳全国性呼叫中心管理团队:中国工商银行电子银行中心
客户世界|CNCCA |2007-09-15
2007中国最佳全国性呼叫中心管理团队:中国工商银行电子银行中心
The E-banking Centre of ICBC
供稿:CNCCA | 来源:客户世界 | 2007-09-15
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所处行业:银行
所在城市:北京
建立时间:2000年7月
人员数量:——
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立于2000年7月,经过7年的发展,服务功能已经从单一的客户咨询中心发展成为一个集电话呼入、电话呼出、电话营销及传真、电子邮箱(webmaster)、电子邮件(E-mail)、BBS论坛等各类服务的多媒体客户服务中心,业务规模和人员规模日益扩大。
2007年,自助语音系统月均受理业务629万通,人工座席月均受理业务58万通,接通率高达90%;人工座席月均呼出业务2万通;webmaster信箱月均回复4794封,回复率高达98%;BBS论坛月均发帖量达到79275帖,较好发挥了服务客户、营销产品的窗口作用。
随着规模和业务的不断发展,电子银行中心陆续引入先进的管理理念和管理工具,创建绩效管理体系。通过科学制定管理指标、精确开展分析预测、实时监控现场管理、确立考核体系、定期进行分析提高等措施,在提升服务质量和客户满意度的同时,提高员工工作效率,降低运营成本,实现高水平的集约化运营。
自实施数字化管理以来,不仅激发了员工的工作热情,而且使95588的运营水平和服务质量得到了明显提升。2007年,95588的月电话接听量已经达到58万通;接通率保持在90%的水平;员工利用率最高达到80%以上,使员工人数控制在合理范围之内;客户对95588服务的满意度也达到85%以上,考虑到工行数量庞大的客户群体,这样的成绩不仅较从前有了很大的提高,在国内银行业中也是处于较高水平。
Brief Introduction of the Winning Units:
The E-banking Centre of ICBC was established in July, 2000. In the past 7 years, it has won increasing recognition among the customers, and the concept of "Dial 95588 and enjoy ICBC service at home" has been widely known by the public. The E-banking Centre has developed from simply a customer enquiry service center to a multimedia center with such services as inbound telephone calls, outbound telephone calls, telephone marketing, webmaster mails, E-mail and BBS. The business scale has expanded greatly and the number of staff has increased from 40 members to more than 300 members.
In recent years, the E-banking Centre has made tremendous achievements in customer service. In 2007, the average calls processed monthly are 6.29 million for self-service voice system and 580,000 for agents, with a successful access rate of 90%; the monthly average outbound agents calls are 20,000; the monthly average number of webmaster mails replied are 4,794, a rate of 98%; the average monthly posters replied in BBS are 79,275. The E-banking Centre has played an active role in customer service and marketing.
With the expansion of business, the E-banking Centre has continuously enhanced operation management and introduced advanced management concepts and tools to create a performance-based management system. With measures such as scientific management standards, precise analytical predication, real-time site monitoring management, evaluation system establishment and regular analysis, the E-banking Centre, while striving for better service and higher satisfaction degree of the customers, has increased the productivity of the staff, reduced operation costs, and achieved intensive operation at a high level.
The implementation of digital management has not only motivated the staff, but also remarkably upgraded the operation and service of "95588". In 2007, the monthly average inbound calls for "95588" are up to 580,000; successful access rate remains around 90%; the maximum staff utilization rate is up to 80%, which helps to keep the staff number within a reasonable range; over 85% customers are satisfied with "95588". The achievement made by the E-banking Centre so far is significant in comparison with its past record and that of other domestic banks, regarding the huge number of customers of ICBC.
In order to improve the overall service and satisfy the needs of the customers, the E-banking Centre has strived to perfect the customer service by means of expanding service channels, adding services categories and reinforcing training and assessment.
Firstly, the E-banking Centre, on the basis of providing general enquiry service to customers in Beijing, has consistently expanded service channels with new technology to collect customers’ enquiries and feedback and to analyze customer needs, and consequently come up with new financial products and services. At present, to satisfy the persified demands of customers, the E-banking Centre provides many services such as "95588" Telephone Banking, webmaster mails, BBS, internet forum on financial enquiry, and ICBC workshops.
Secondly, the E-banking Centre opened a new chapter in ICBC’s financial management business by setting up the agent transaction service on January 1, 2006. The agent transaction on "95588" Telephone Banking service developed rapidly, and for the first half of the year 2007 alone, the agent transactions and business volume were 2.52 and 2.29 times of the previous year respectively. Currently, agent transaction service has become a new variety of Telephone Banking business of ICBC, which plays an important role in enriching the Telephone Banking service, lessening pressure at the counter service, and transforming Telephone Banking system.
Thirdly, by the end of 2003, ICBC launched the Telephone Banking integration project, the first in China to embark on intensive management. The Telephone Banking integration project combined the originally separate Telephone Banking services into two call centers in Beijing and Shanghai, and while maintaining the features of the branches, the service standards were unified and service quality guaranteed. The E-banking Centre (Northern China Trust Centre) provides standard and unified Telephone Banking service for 15 provinces and municipalities directly under the Central Government
In addition, the E-banking Centre officially opened the VIP financial service hotline on January 21, 2007, which marks a significant leap in providing differentiated and personalized high-end service.
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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