2009中国最佳呼叫中心：中国农业银行股份有限公司上海市分行客户服务中心

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1187

客户世界||2009-09-10

2009中国最佳呼叫中心：中国农业银行股份有限公司上海市分行客户服务中心

Agricultural Bank Of China Shanghai Branch Customer Service Center

| 来源：客户世界 | 2009-09-10

所处行业：金融
人员数量：166
所在城市：上海
座席数量：120
建立时间：2000年12月
客服号码：95599
网址：www.95599.sh.cn

获奖介绍：

上海农行95599客户服务中心成立于2000年12月，隶属于中国农业银行上海市分行，向客户提供多功能、多渠道、个性化的金融专业服务，是一家涵盖信息咨询、呼出营销、客户关怀等全方位服务的客户联络中心。多年来，客服中心始终秉承客户至上，追求一流的理念，努力提升对外服务品质。2002年，客服中心引进专业咨询公司对95599呼叫中心做了专业化管理的项目咨询，取得了丰硕的成果。 2006年9月，上海农行95599客户服务中心顺利通过了由信息产业部批准发布实施的客服中心标准体系认证评测，并成为四大国有商业银行中第一家荣膺“五星级客户服务中心”称号的呼叫中心。2007年、2008年上海农行客户服务中心在进一步全面实施系统、规范、高效的呼叫中心运营管理的基础上，连续两年荣获了“年度中国最佳呼叫中心”的称号，多人获得“中国最佳呼叫中心管理人奖”和“最佳客服人员”称号。目前上海农行95599客户服务中心利用先进的CTI和IVR技术，以电话、手机、传真、电脑等多种方式作为接入手段，为客户提供全方位的金融咨询、交易服务。客服中心已日益成为全行联系客户、采集需求、分销产品、反映产品运行状态、为客户和员工排忧解难的重要纽带。

Brief Introduction of the Winning Units:

Founded in December, 2000, the Agricultural Bank of China Shanghai Branch Customer Service Center (“the Center” thereafter) has been devoted to providing customers with multifunctional and in pidualized financial services, including information inquiry, outbound marketing, customer care, etc. The Center has always taken customers’ interests as its utmost responsibility and excellence as its goal for management. In 2002, the Center has invited professional consultancy to render a specialized project and made huge achievement. In September, 2006, the Center has successfully passed the Customer Service Center Standard System Authentication proved by Ministry of Information Industry and became the first call center in the largest four state-owned commercial banks to be awarded the title of “Five-star Customer Service Center”. During 2007 and 2008, the Center has been awarded the title of “Annual Best Call Center in China” two years in a row, recognizing its well-organized and high-efficient management. Some of t
he working staff was also appraised as “Best Manager of Call Center in China” and “Excellent Customer Service Representative”. At present, the Center has introduced advanced CTI and IVR technologies to provide financial services to customers through different channels including telephone, mobile phone, fax and internet. Actively functioning in the areas of surveying for demands, distributing products and reflecting procedures, the Center has increasingly become the critical channel connecting Agricultural Bank of China Shanghai Branch, the working staff and its customers.

评审单位：

工业和信息化部软件与集成电路促进中心（CSIP）
客户世界机构(CCMWorld Group)
呼叫中心能力成熟度模型国际标准组织（CC-CMM）
中国软件与信息服务外包产业联盟（CSA）

2009年9月

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