2007中国最佳呼叫中心：上海市医疗保险咨询服务中心

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：上海市医疗保险咨询服务中心

Shanghai Medical Insurance Consultant Center

所处行业：政府
所在城市：上海
建立时间：2005年5月
人员数量：47
座席数量：47
客服号码：021—962218

获奖介绍：

上海市医疗保险咨询服务中心是上海市医疗保险局下属事业单位。作为市医保系统的对外咨询服务窗口，始终秉承“倾听、关注、专业、真诚”的服务宗旨，以争创一流呼叫中心为目标，加强基础管理，完善内部制度，重视团队建设，练“内功”、树“形象”，不断提升服务品质。

962218医保咨询热线自2005年5月12日正式开通以来，充分发挥呼叫中心集中呼叫、统一查询、智能联网等先进网络技术和资源集中整合优势，向市民提供24小时全天候服务，准确、及时、有效地接听和处理了大量市民来电，不断提高办事效率和服务质量。截止2007年7月，中心共受理市民来电及留言138万多个，一次性解决率高达99%，成为广大市民生活中不可或缺的重要组成部门。

为提升座席代表服务水平，中心多次聘请专业培训公司进行客服技能的系统培训，强化来电处理技巧，提升来电处理能力。今年还组织员工参加了由上海市普通话测试中心主办的普通话等级考试，基本已达到二级甲等水平。为提升咨询员的业务水平，中心通过新政策培训、业务专题培训、小组日常培训等多种形式，加强和巩固了座席代表的医保业务知识，减少业务盲点，降低差错概率。

虽然中心属非盈利性单位，但在人员管理方面，非常注重提高员工的工作效率，通过引入优胜劣汰的管理机制，并根据各岗位咨询员的实际工作情况进行日常绩效考核，确保各层级员工的薪酬待遇、工作量和岗位之间的相对平衡。

为增强团队凝聚力，塑造良好文化氛围，中心先后开展了读书演讲、摄影比赛、体育竞赛、军事训练、拓展培训、知识竞赛等形式多样的活动；今年“学雷锋、树理念、促和谐”活动的开展，更加坚定了咨询员全心全意为人民服务的理念，为提高咨询服务质量奠定了扎实基础。

Brief Introduction of the Winning Units:

Shanghai Medical Insurance Consultant Center is an institutional unit that is affiliated to Shanghai Medical Insurance Bureau and is a government call center. As a consultation and service window of Shanghai Medical Insurance Bureau open to the public，the center adheres to the tenet of “being attentive, solicitous, professional and sincere”, takes first-class call center as the target, strengthens basic management, perfects internal system, attaches great importance to team construction, practices “the internal power”, fosters a good image, and constantly improves the service quality.

Ever since the medical insurance service hotline 962218 offered service on May 12, 2005, it has brought its advantage into full play as a call center in advanced internet technology and resource integration such as centralized calling, unified inquiry and intelligent hookup etc. It offers 24-hour service to the citizens and has received and dealt with large quantities of calls accurately, timely, and effectively. It keeps improving the work efficiency and service quality. Up to July, 2007, the center had dealt with about 1,380,000 calls and messages and the rate of solving problems once only was as high as 99%. Thus it has become an indispensable part of the citizens’ life.

In order to improve the consultants’ service quality, the center has for many times invited professional training companies to give them a systematic training on the service skills to develop and improve the ability and skills to deal with the calls; in this year, they have organized personnel to take National Proficiency Test of Putonghua, and they generally reached Grade A, level 2.

In order to improve the consultants’ professional competence, the center has adopted many forms of training like new policy training, vocational training, group routine training to strengthen and consolidate the consultants’ vocational knowledge on medical insurance, decrease blind spot in consultation and reduce probability of mistake.

In internal management, the call center is a center of “person to person communication”, which makes the staff’s comprehensive quality key to the operation and management of the center. Although the center is a non-profit unit, they put a high premium on the staff’s work efficiency. By adopting the management mechanism of developing the superior and weeding out the inferior, They make daily performance evaluation according to the actual work conditions of consultants in every post to ensure the relative balance in the salary treatment, volume of work, and posts on different levels.

In order to strengthen the team cohesion and create a favorable cultural atmosphere, the center has initiated different kinds of activities, such as activities of reading and making a speech, photography contest, athletic competition, military training, expansion training, and knowledge competition, etc. In this year, the activity of “following Lei Feng’s footsteps, establishing strong convictions, and promoting harmony” has further strengthened the consultants’ belief of serving the people heart and soul and laid a solid foundation for improving service quality.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2007年9月

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