2010中国最佳呼叫中心管理人：樊护民

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1361

||2010-11-01

樊护民 中国移动通信集团山东有限公司客户服务一中心

获奖介绍：自1999年起，曾先后任中国移动通信集团山东有限公司菏泽分公司副总经理，中国移动通信集团山东有限公司莱芜分公司总经理，中国移动通信集团山东有限公司客户服务一中心总经理。

中国移动通信集团山东有限公司客户服务一中心，目前拥有座席1240个，工作人员2300余名，月均处理电话1300余万次。2008-09年中心在中国移动通信集团公司客户满意度调查全网排名连续两年第一。先后被山东济南市妇联授予“巾帼文明示范岗”，被共青团中央授予“全国青年文明号”的称号，被济南市园林局授予“庭院式企业”，被上级公司授予“奥运工作卓越奖”、“全运工作卓越奖”及“全国用户满意服务奖”，荣获全国服务创新管理项目“客户服务热线现场管理”优秀奖。同时，取得2010年10086客户服务热线专席服务技能竞赛全国第一名的成绩。

在中心成立之初樊护民总经理提出了“精细管理追求卓越轻松服务快乐工作”的管理理念。通过对职能、文化和价值清晰准确的三大定位，明确中心长远的工作目标。为适应业务需求的发展，2010年，樊护民总经理部署了搭建差异化服务体系的战略要求，稳步推进各类细化的业务专席、品牌专席的建设，并辅以精细化的运营指标分析手段，助力企业转型攻坚和稳步推进客服一中心由“话务中心”向 “多媒体中心”的过渡。

Brief introduction of the Winning Units: Since 1999, general manager Humin Fan has taken several management positions as vice general manager of China Mobile Communications Corporation Shandong Ltd. Heze branch, general manager of China Mobile Communications Corporation Shandong Ltd. Lai Wu branch, and general manager of China Mobile Communications Corporation Shandong Ltd. The first customer service center .

The first Customer Service Center of China Mobile Group Shandong Co. Ltd. currently has 1,240 seats, and more than 2,300 staff with an average of 13 million calls dealt every day. According to the customers’ satisfaction survey, our center ranked first in succession among the whole network from 2008 to 2009. It has been awarded the title of “Women Polite Model Post” by Women’s Federation of Jinan City, “National Youth Civilization” by Central Communist Youth League, and “Courtyard-style Campy by Bureau of Parks of Jinan city. It has also gained the “Award for the Excellent Olympic Work " ,“Award for the Excellent National Games Work”，“Award for National Customer Service Satisfaction ” and “Award for the Excellent Customer Service On-site Hotline Management ” in the national service innovation management project.
Meanwhile, in2010 it won the first place in the special seat service skill competition of 10086 customer service hotline.

From the beginning of center’s establishment, general manager Humin Fan has already prompted the management concept of precise managing, pursuing excellence, easy service, and happy working. He also clearly pointed out the long term goal for the service center by identifying the function, culture and value of the service center。

责编：tianwf