2008中国最佳呼叫中心：中国电信台州分公司10000号客户服务中心

客户世界|CNCCA |2008-10-11

2008中国最佳呼叫中心：中国电信台州分公司10000号客户服务中心

The 10000 Customer service center of the china telecom

所处行业：通信
人员数量：110
所在城市：浙江台州 
座席数量：112
建立时间：2001年7月 
客服号码：10000、10001
网址：http://chinazjtz10000.www.ccmw.net/blog

获奖介绍：

中国电信台州分公司10000号客服中心创建于2001年7月，是中国电信对外服务的一个无形窗口，对外统一服务人工号码10000、自助号码10001。以电话、网厅、传真、短信等不同形式，7×24小时为客户提供电信业务查询、咨询、受理、报障、投诉等全方位的服务，使客户足不出户即可办理各种电信业务。

中心现有员工110名，平均年龄25岁，其中党员10名，团员88名，是一支学习能力强，创新意识浓的年轻队伍。中心以“追求高质服务，创建和谐团队”为核心价值，将“以人为本”作为整个中心工作的出发点，在内部倡导以“快乐工作”为主题，营造“积极、帮助、沟通、尊重”的团队氛围。

特色的客服文化不再是简单意义上的团队活动，更加延伸成为一种思维和管理习惯。中心通过不断创新服务方式，增加服务内容，提高服务水平，通过强有力的系统支撑让每一位员工都成为真正意义上的专家，努力使电信企业成为社会用户可信赖的通信好伙伴，将“用户至上、用心服务”的理念落到实处。

Brief Introduction of the Winning Units:

The 10000 Customer service center of the china telecom company taizhou branch was founded in July,2001. This center create an intangible window to deliver outside service with the unified service artificial number 10000 and self-service number 10001. Through telephone, network, fax, MSM and other functions, the center provides omni-directional service in 7*24 hours which includes inquiry, consultation, acceptance, breakdown report and customer complaint. These services help customers handle each kind of telecommunication service from their home.

Now, the center has 110 staffs and 25 years old in average. Among them, 10 are party members, 88 are members. This is a young team with excellent learning capability and Innovative ideology. Regarding the center, it takes “pursue high-grade service with establishing harmonious team” as its core value and takes “Humanist” as the base point of the entire task. Internally, it advocates  “Happy work” as a subject to create a "positive, help with each other, smooth communication and mutual respect" team atmosphere.

Characteristic Customer Service Culture is no longer a simple expression on team activities. Instead, it has extended to a way of thinking and management habit. By continuously innovating service delivery approach to enrich service content and improve service level. Besides it, we take use of powerful system to help each staff become a real expert. With these efforts, our center strive to be a trusted partner of the customer and really fulfill the idea as “Customer First ,Service Foremost”

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
呼叫中心能力成熟度模型CC-CMM标准委员会
亚太客服与呼叫中心联盟
客户世界机构(CCMWorld Group)

2008年10月

责编：admin

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