2010中国最佳呼叫中心：华安基金管理有限公司客服中心
||2010-10-27
2010中国最佳呼叫中心：华安基金管理有限公司客服中心
Hua An Fund Management Co., Ltd.
| 来源：客户世界 | 2010-10-27
所处行业 基金业
人员数量 225人
所在城市 上海
座席数量 21人
建立时间 2001年
客服号码 4008850099
网址 www.huaan.com.cn
获奖介绍：华安基金管理有限公司的客户服务是在2001年随中国国内的第一只开放式基金一起诞生的。华安基金的客户服务面向600万华安基金投资人，迄今为止已为43万客户做了电话解答、近8000封的客户来信回复、9000多封的客户EMAIL回复、5000多份传真答复、1000多位客户上门的接待，华安客服的成长过程中先后历经了07年股市行情井喷、08年汶川地震的灾区客户电话慰问、09年国庆维稳、10年世博维稳，千锤百炼下，始终保持投诉解决率100％，近十年来无一起投诉抱怨升级。在庞大的数据下华安客服持之以恒的提供了优质、及时的服务，并在业内树立了良好的形象。
经过近十年的发展与CC-CMM咨询认证的大力协助，华安基金已从客服愿景、长期规划到岗位设置、绩效考核，以及风险管理、满意度管理等构建了一整套较完整的客户服务体系。在客户服务上全面实现全员化、多元化、个性化、网络化和规范化，客户服务的范围、内容、方式和手段将继续在华安客服团队的努力下不断得到拓展和深化。
Brief introduction of the Winning Units:The Customer Service of HuaAn Fund Management Co.,Ltd.. emerged with the first domestic open-end fund of China in 2001. HuaAn Fund Management Co.,Ltd. provides service to 6 million investors. So far, HuaAn Fund Management Co.,Ltd.. replied more than 430,000 customers by phone, nearly 8,000 customers by letters, over 9,000 customers by emails, 5,000 customers by fax, as well as receptions for over 1,000 customers. During the development, HuaAn Customer Service went through the stock market blowout in 2007, phone consolation of customers in 2008 WenChuan earthquake disaster area, stability and maintenance of 2009 National Day, as well as of 2010 Expo. After training and hammering, the complain resolution rate always keeps in 100%. In the past ten years, there is no update for any complaint. Under the massive data, the customer service of HuaAn constantly provides excellent and timely service, and establishes good image in the industry.
After nearly ten years’ development and great help from CC-CMM certification, HuaAn Fund Management Co.,Ltd.. has established a full set of customer service system from customer service vision, long-term planning, post setting, performance evaluation as well as risk management, and satisfaction management. The customer service fully realizes the staffing, persity, in piduality, networking and standardization. The scope, content, methods and means of customer service will continue to expand and deepen under the efforts of HuaAn Customer Service Team.
责编：tianwf
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客户世界
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