2007中国最佳呼叫中心：携程旅行网呼叫中心

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：携程旅行网呼叫中心

Ctrip.com International Ltd.

所处行业：服务业
所在城市：上海
建立时间：1999年
人员数量：3300
座席数量：2400
客服号码：800-820-6666 / 400-820-6666

获奖介绍：

携程旅行网呼叫中心成立于1999年，经过7年多时间的发展，呼叫中心已由最初的3名员工发展到现在的3300多名员工，坐席数量超过2400个。呼叫中心的业务覆盖了酒店预订、机票预订、度假预订、商旅预订、客户服务，能够7×24小时为客人提供全方位的服务。借助这一亚洲旅游业内最大的呼叫中心，携程旅行网每天至少可为10万人次的出行提供即时、便捷的预订服务。

携程呼叫中心本着对客人“一诺千金、一丝不苟、一应俱全”的服务理念，以科学的追求完美的精神不断地进行服务的改进和创新，赢得了客户的普遍信赖和好评。

携程呼叫中心通过把优质服务标准化、平衡记分卡、六西格玛管理等国外先进的管理工具和方法应用到呼叫中心的管理中，从而使呼叫中心的管理和服务上升到了一个新的高度，在提高服务水平、客户满意度等方面取得了显著成效。

Brief Introduction of the Winning Units:

CTRIP was founded in 1999, headquartered in Shanghai, China. CTRIP has branch offices in Beijing, Guangzhou, Shenzhen, Chengdu, Hangzhou, Xiamen, Qingdao, Nanjing, Wuhan, Shenyang, and also established more than 50 representative offices in major cities. More than 6,000 people are employed by CTRIP at present.

Shares of CTRIP started trading on NASDAQ on Dec. 9th, 2003.

As a leading consolidator for travel related products, CTRIP provides a comprehensive service including hotel reservation, air ticket reservation, vacation reservation, and corporate travel management. It also offers preferential merchant services, and travel information to more than fifteen million registered members.

There are more than 28,000 contracted hotels can be booked at CTRIP. As the leading hotel consolidator in China, more than 800,000 room nights are booked through CTRIP every month.

CTRIP also leads in air ticket reservation in China, issues nearly 900,000 domestic and international tickets monthly. Complimentary delivery service is provided in 47 major cities. CTRIP launched One Hour Express Ticketing service to help last minute travelers to make accelerated e-ticket booking.

There are more than 1,000 vacation packages and group tours provided by CTRIP to 200 of domestic and overseas destinations departure from Shanghai, Beijing, Guangzhou, Shenzhen, Chengdu, Hangzhou, Xiamen, Qingdao, Nanjing, Wuhan and Shenyang. Nearly 30,000 of leisure travelers select CTRIP for their holidays every month.

As the largest consolidator of hotel and air ticket in china, CTRIP has established a dynamic system by which we can provide advanced corporate travel management services that help corporate clients to manage business trip with thoughtfulness and convenience.

VIP members of CTRIP also enjoy up to 50% discounts at 3,000 selected restaurants, bars and shops through preferential merchant network in China.

According to Alexa, CTRIP is the most popular online travel website in China, providing destination guide, travel news and tips. CTRIP also launched a series of travel books Travel in China with CTRIP, 36 Places You Must Visit in Your Lifetime, as well as a monthly magazine Elite Traveler.

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

责编：admin

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