2009中国最佳呼叫中心管理人：闫耀东

客户世界||2009-09-15

闫耀东：中国移动通信有限责任公司广东公司客户服务（深圳）中心总经理

获奖介绍：

计算机通信学士（ 毕业于西安电子科技大学），通信与电子系统硕士（毕业于西安电子科技大学），现任广东移动客户服务（深圳）中心总经理。先后就职于广东移动深圳公司工程管理中心土建工程室经理、工程管理部无线室经理、基建室经理、营销帐务中心副经理、服务营销中心副总经理等职，对移动通信行业的网络技术、市场经营、客户服务有较为全面的理解。

客户服务中心分品牌接入、专家座席设立、SOHO办公模式创建、多媒体渠道联动开展和网上客服启用等多项措施的创始人。对客户服务中心的战略规划、组织架构、服务策略、流程管理、人力资源管理、现场管理、知识管理、质量管理、运营绩效指标等多个方面均有独到的见解，并勇于管理创新，实践出一套高效的薪酬管理、目标管理、绩效管理、业务管理等制度规范。创造性地尝试从响应式被动服务向主动服务转化，长期实施客户培训，效果显著，而且，还将10086服务扩展到了电视和电台等媒体。现客户服务（深圳）中心有场地9000平方米，是全国呼叫中心行业中单层面积最大的呼叫中心；有员工1711人，投入使用的话务座席将近1000个，月均全台话务量达5800万，系统接通率达99.5%，电话人工接通率达91%。

具有完善的知识结构和丰富的行业实践经验，现主要研究与实践领域为服务质量提升，服务体系优化、服营功能转变、客户保有经营、电子渠道专业运营、10086精细管理、12580信息服务和综合运营保障。

Brief introduction of the Winning Units:

Yan Yaodong, General Manager of CMCC Guangdong Branch Customer Service (Shenzhen) Center, gets his bachelor degree in compunication and master degree in communication & electronic system from Xidian University. He has worked as manager of civil engineering section, manager of wireless section, manager of infrastructure section, deputy GM of marketing accounts center, and deputy GM of service marketing center, which enhances his comprehensive understanding of network technology, marketing and customer service in mobile communications industry.

He is the first to propose and implement the measures including product brand-based hotline access, setting up expert agents, SOHO agents, multi-media channel linkage service and online customer service. He has insightful views on strategic planning, organization structure, customer service policy, business process management, human resource management, on-site management, knowledge management, quality management and operational performance indicators, etc. He is active in management innovation and practices out a set of effective standards including compensation management, target management, performance management and business management. He makes innovative steps to change hotline service from responsive to active, implements remarkable long-term customer training, and extends 10086 hotline services to TV and Radio station.

Customer Service (Shenzhen) Center occupies 9000 square meters and is known as the biggest single-floor call center in China. It has more than 1700 employees and about 1000 seat. The monthly telephone traffic is 58 millions with the system service level 99.5% and manual service level 91%.

Mr. Yan has comprehensive knowledge base and rich practical experiences in call center industry. His recent interested fields include customer service quality management, customer service system optimization, transformation of customer service and marketing function, customer retaining and management, e-channel operating, 10086 intensive process management, 12580 information service management and comprehensive operational security.

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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