致亚太各国、各地区呼叫中心行业协会负责人的信

客户世界|赵溪|2006-07-12

今天，再一次就中国接轨亚太地区呼叫中心年度评选的事情和亚太各国、各地区的负责人进行技术磋商。沟通实在是太难了，如何可以打破偏见建立共识？如何可以让各国、各地区的业界同仁真正了解中国的行业现状？如何可以协调各自国家和地区的利益？如何既尊重公平的原则又兼顾市场的特殊性成为大家争论不休的焦点。

到下午4点，在经过慎重考虑之后我给亚太各国、各地区呼叫中心协会的负责人以及本年度亚太呼叫中心大奖评审委员会的各位国际评审起草了一个亲笔信。这本不是一封所谓意义上的“公开信”，但我很愿意在这里和各位呼叫中心业界同仁进行分享。我希望各位可以体会我们推动中国呼叫中心产业不断接轨亚太、接轨世界的信心以及为此我们所作出的坚持和努力。

感谢希曼同志一直以来帮忙进行翻译和沟通，在她的帮助下，我们在今年迅速和亚太各国的呼叫中心行业组织建立了交流和合作，正是基于这样的基础性工作，我们顺利地融入亚太呼叫中心大家庭，为国内呼叫中心行业的未来发展拓宽了一个广大的领域。就在今天，CNCCA正式聘任希曼女士为协会的国际合作部主任。借此机会，向希曼表示最由衷的恭喜和最真诚的感谢！

各国、各地区呼叫中心行业协会负责人，各位专家：
Dear all,

首先请允许我代表中国信息产业部以及CNCCA向各位表示敬意，因为你们的远见和卓越的工作，中国的呼叫中心行业可以顺利加入到亚洲呼叫中心的大家庭中来，和各位共同协力致力于区域整体市场的进一步繁荣。我坚信，中国的加入会给所有各方带来真正的价值！！！

First of all, please allow me to show my sincerest appreciation on behalf of CNCCA and MII (Ministry of Information Industry of People’s Republic of China). Thanks to your great efforts and providence, China’s call center industry has obtained the opportunity to join in the big family. Thereafter, we will have to work closely to make the regional market more prosperous! Hence, I believe that the participation of China will benefit all parties and bring values to everyone!

当然，我非常清楚地知道：中国的加入会为各位评审专家的评审工作带来非常多的新问题，因为中国实在是一个太过于特殊的市场了，就像我们半年前和Simon Kriss先生讨论的第一个技术问题：中国移动的1860客户服务热线应当是1个呼叫中心还是平均座席数超过2000席的31个呼叫中心一样。因为这些技术难题带来的困扰，我感到非常的抱歉；同时，我也深为这样一项“亚太最佳呼叫中心评选”的活动因为中国的加入而有机会讨论类似这样的技术问题而感到非常自豪。因为我和大家一样清楚，解决了中国加入的技术问题，接下来会顺理成章地解决印度、澳大利亚等国家加入的问题……。

Of course, I am sure it would also bring up a lot of new “issues” to the judges and the associations involved. China is such a special market, just like half a year ago, when we discussed with Mr Simon Kriss about the first technical issue: will China Mobile’s CS -1860 be considered as 1 call center, or as 31 call centers with the average of over 2000 seats located in each province? If any inconvenience due to these, please accept my apology. Nevertheless, I am very proud to discuss such questions and share with you because of China’s participation in the Award. As clearly understood as everyone, if this issue for China is solved, the followings for India, Australia and so on will be an easy job.

在此之前，我们和日本和韩国的呼叫中心协会组织有着良好的交流，我们也一直在不遗余力地推动这项亚洲的评选活动可以取得更多国家的认可和加入。因为只有这样，这项赛事才真正可以成为亚洲区域的活动，从而如当初的发起者所预期的一样，在全亚太地区发挥自身的价值。为此，我向各位再次表示敬意，你们为呼叫中心行业在亚太的发展做出了非凡的、历史性的贡献！！

Moreover, we’ve been keeping good contact with Japan and Korea’s call center associations. Actually, we’ve driving with all the efforts to involve more countries in this Award. As such, it can be then called the “regional” activity. As expected and foreseen by the initiators, it will demonstrate the real values to Asia-Pacific. Again, I’d like to show my salute to you, who have shown your excellent historical contribution to the regional call center industry!

此前各位就因中国加入而进行的技术探讨虽然尚未取得一致，但我坚信这样的讨论是有价值的，可以帮助各位真正可以站在亚太的高度去考虑发展的问题。正如当年国际奥委会认真研究中国加入的问题一样！今天，北京荣幸地成为2008年奥运会的承办城市，萨马兰奇先生也因其在推动奥运真正成为全球最盛大的节日方面所做出的杰出贡献而载入史册。同样，我非常希望通过和各位的真诚沟通，让我们的这项赛事真正可以成为亚太地区呼叫中心行业的节日。

Even though at the time when the technical discussion was still pending on if including China or not, I still appreciated it worth doing and valuable. It surely makes everyone consider from the perspective of Asia-Pacific Region. It’s similar when President Juan Antonio Samaranch was thinking seriously if China shall be in. Today, Beijing has won the honor to hold the 2008 Olympic, Mr Samaranch’s name has been taken into history books due to his extraordinary contribution for the global grand activity. Similarly, we do wish to make this Award a real “festival” to the regional call centers through each and everyone’s sincere communications and efforts.

作为中国这样一个国家呼叫中心行业协会的负责人，我深感责任与光荣。我愿将这种感受和各位领袖进行分享，共同站在一个更宏观的立场、毫无偏见和私利地考虑发展中面对的新问题。此前收到新加坡大会组织者的信函，询问大约有多少人可以莅临狮城参与盛会，我想会是很多！因为占中国呼叫中心行业2/3以上市场份额的通信、金融等机构的负责人将会因各位今天所作出的正确抉择而可以真正融入到亚太行业盛会的大家庭中来。我期待各位非凡的智慧提供最佳的解决方案！

As the person in charge of China’s national call center association, I feel honored and obliged of the duty, with which I look forward to sharing with everyone of you so that we shall put ourselves on a higher perspective to face the problems together without any prejudice or personal thinking.

Received the letter from CCAS asking about the number of participants to Singapore’s Award Ceremony, I expect a lot more than you do! The reason is that 2/3 of China call center’s market is telcos, bankings etc. Your decision today will definitely pay a great impact to it – how much China’s involvement in the Big Family Gathering. I anticipate your most intelligent and best solution in Beijing.

我们已确定在9月19-20日在中国上海Courtyard by Marriott Pudong Shanghai举办我们的年度会议及中国的颁奖仪式。我在此向各位领袖及专家正式发出邀请，欢迎你们莅临上海！中国有句俗话：百闻不如一见！我相信更真切的了解是建立正确决定的基础。欢迎大家！

We have finalized China’s Award Ceremony and Annual Conference at Courtyard by Marriott Pudong Shanghai on Sept 19-20. Hereby, I am officially invite you – most esteemed experts and leaders, to come to Shanghai for the gathering. China has the saying – seeing is believing. I myself, believe the good understanding is built up based on the right decision. China welcomes you!

Yours truth,

James Zhao Xi

赵溪

2006-7-7

（来源于作者个人博客）

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