2009中国最佳呼叫中心：国泰君安证券股份有限公司客服中心

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 2035

客户世界||2009-09-10

2009中国最佳呼叫中心：国泰君安证券股份有限公司客服中心

Guotai Junan Securities Co.Ltd

| 来源：客户世界 | 2009-09-10

所处行业：金融、证券
人员数量：125人
所在城市：上海
座席数量：110
建立时间：2001年
客服号码：95521
网址：WWW.GTJA.COM

获奖介绍：

做为中国证券行业规模最大、经营范围最宽、品牌价值最高的证券公司，国泰君安证券股份有限公司以其“诚信、亲和、专业、创新”的经营理念以及良好的经营业绩成为业内翘楚。

秉承“以客户为中心”的服务理念，国泰君安95521客户服务中心以“打造一流服务品质、树立证券客服标杆”为愿景，在为客户提供专业化、高品质的证券业务服务，各项运营指标处于行业前矛的同时，创新并实践证券行业呼叫中心运营模式和发展方向。屡次获得国内权威机构颁发的证券行业最佳客户服务中心荣誉。

国泰君安证券客户服务中心提出并实践的“服务集中化、营销本地化“以其符合证券行业特点，在保证服务品质的同时，满足个性化的营销需求成为行业典型客户服务中心运营模式；创立的“集中服务、分散接入”系统构架在解决了证券行业特有的IVR自助业务占比极大引起的通信费用高企问题的同时，保证了客户服务质量，成为业内普遍采用的系统构架模式；提出按照呼叫中心行业标准规范化标准化运营证券呼叫中心思想、精细化运营管理，探索证券行业呼叫中心运营发展方向。

Brief Introduction of the Winning Units:

Guotai Jun’an Securities Co., Ltd, with the widest business scope and the highest brand value, is the largest company in China’s securities industry. With the business philosophy of “honest, sincere, professional, and innovative” and good business performance, it has become the leader in China’s securities industry.

Following the "customer-oriented" service concept, Guotai Jun’an Customer Service Center 95521 aims to create a first-class service and establish a model as the vision of providing customers with professional, high-quality business services. With all the operating indicators ranking tops in the securities industry, it also makes innovation and puts into practice of the call-center-business-model and explores the development direction.

The excellent customer service makes it won a lot of honors issued by the national authorities.

Guotai Jun’an Securities Customer Service Center proposed and practiced the concept of "services centralization, marketing localization" in accordance with the characteristics of securities industry; and makes efforts to meet the in pidual demand while ensuring the quality of service. Its “centralized services, distributed access “system model solves the problem of high communication costs in the securities industry-specific IVR self-service business while ensuring the customer’s service quality, and makes itself widely adopted in the industry. Proposing the ideas in accordance with the call center for standardization of operating the securities industry, refines the operation management, and explores the securities industry call center operations development.

Guotai Jun’an Securities Customer Service Center will continue to insist on customer demand-oriented and according to the company’s strategic plans to gradually expand business scale, enlarge the services scope, improve service quality and deepen the service concept; keep the responsibility of being the best call service center in securities industry, and contribute to the development of call service center in securities industry.

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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