2007中国最佳呼叫中心：一汽-大众汽车有限公司

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：一汽-大众汽车有限公司

FAW-VOLKSWAGEN AUTOMOTIVE CO.,LTD.

所处行业：制造业
所在城市：长春
建立时间：2000年
人员数量：62
座席数量：52
客服号码：4008 171 888

获奖介绍：

一汽-大众客户关怀中心，经过七年的摸索，业务规模逐渐扩大，业务内容不断增加，为保证服务策略的良好实施，利用CRM系统，对客户的生命周期进行全面管理，获取长期稳定的客户来源；利用知识管理系统ASK创建了集中、整合的知识平台，加快了解决客户问题的速度；持续改善客户、呼叫中心和各部门之间的沟通流程；公司的管理服务部负责24小时对呼叫中心系统进行检测、维护与支持；使用独立网端，保证安全；利用数据分析与挖掘系统采集、存储、分析和管理客户数据；通过报表分析系统及座席监督系统对座席代表工作状态进行监控，从而保证呼叫中心高效、有序的运营。

目前从呼入、呼出两个业务层面，多渠道开展客户沟通、服务、关怀、挽留和感谢活动进行客户关系维系。

在人员管理方面，使用语音系统招聘员工，建立了内部培训团队，利用职位提升、外派学习的方法激励员工工作热情，通过心理辅导和职业生涯规划，保证人员整体素质，建立有序、高效的服务管理体系。

一汽-大众客户关怀中心在与经销商合作过程中，挖掘潜在客户资源，为公司创造销售利润；通过激活休眠客户档案，提高客户保有率。呼叫中心建立了一套完整的客户满意度调查机制，通过回访、调研活动，提高客户满意度及忠诚度。

Brief Introduction of the Winning Units:

FAW Customer Care Center came through seven years of exploration, expanded the scope and content of customer care to ensure a good implementation of service strategy, the center was armed with CRM system to manage customers’ full life cycle and acquire long-term, stable customer source; Ask, the knowledge management system helped to create a centralized knowledge platform to accelerate the efficiency of resolving customer issues and achieved continuous improvement in communication between the various departments. The center‘s IT system maintenance was supported by FAW Management Services Dept which was responsible for 24-hour monitoring. The independent network set up a safe and anti-virus working environment. BW, the Data Analysis and Mining System had the ability of customer data collection, storage, analysis and data management. At the same time the phone monitoring systems ensured the center’s efficient and orderly operation.

Now by inbound and outbound, the customer care center can interact with customers in after sale service, customer care, retention.

In employee management, it recruited its staff by use of voice test system and established the internal training team. The personal upgrading posts, learning assignments motivated the staff’s enthusiasm. It tried to ease the pressure and plan every employee’s career to assure the overall quality and established an orderly and efficient system of services strategy.

In cooperation with dealers the customer care center mined and explored the potential customers, created sales profits for the company. By activating dormant customers, it reduced the customer loss. It established a comprehensive customer satisfaction survey mechanism through various forms of callback research, thereby enhanced customer’s satisfaction and loyalty.

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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