2007中国最佳呼叫中心：深圳平安银行信用卡事业部客户服务部

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：深圳平安银行信用卡事业部客户服务部

Call Center of Credit Card Department– Shenzhen Ping An Bank

所处行业：银行
所在城市：上海
建立时间：2007年4月
人员数量：60
座席数量：60
客服号码：4008824365

获奖介绍：

深圳平安银行总行设于深圳，营业网点分布于深圳、上海和福州三地。深圳平安银行与保险业务和投资业务一起，成为中国平安集团的三大业务支柱。

深圳平安银行非常重视信用卡业务，经过精心的筹备，2007年4月16日，深圳平安银行信用卡事业部客户服务部正式开通服务热线40088-24-365，面向该行所有信用卡持卡客户提供全年无休的中英文双语服务。在专业规范的管理模式基础上，该客户服务部又结合平安集团悠久精深的集团文化，形成了特色的企业文化与服务模式。

客户服务部主要管理者具备多年知名客户服务中心的管理经验，在客服中心的文化建设与服务建设上具有独道的见解与丰富的经验。客服部管理人员绝大部分来自其它知名的信用卡客服中心，同时涵盖客服的各个管理层面，不乏精深的信用卡知识及管理水平，确保了管理队伍的专业水平及管理能力。

在常规的服务基础上，该客户服务部也建立了具有自身特色的服务理念与方法，包括服务渠道的开拓与创新、服务功能优化重组、服务性质的巨大转变等，并辅以强大的系统平台作为后盾。为能更加有效的鼓舞员工的工作热情，文化建设方面也下足功夫，营造了积极向上的文化氛围。

深圳平安银行信用卡事业部客户服务部形成了由人员、服务、系统、文化多元素的支撑体系，每个元素都力求做到尽善尽美，其发展前景将非常广阔。

Brief Introduction of the Winning Units:

The head office of Shenzhen Ping An Bank is located in Shenzhen, and its branches cover Shenzhen, Shanghai and Fuzhou. Banking, together with insurance and investment, are the three pillar business pisions of China Ping An Group.

Shenzhen Ping An Bank has placed tremendous emphasis on the credit card business. April 16th, 2007 witnessed the commencing of 24-hour service hotline (40088-24-365) of Ping An credit card call center. Through the hotline, Chinese and English services are provided to card users all year round.

The call center has formed its unique culture and service practice, based on both the standard and professional management model and the long and profound culture of Ping An Group.

The general manager of Ping An call center, possesses years of experience in call center management，has original insights and rich experiences of culture and service construction specific to call centers have proved fruitful. The management team of the call center comprises professional and experienced personnel from other famous call centers. The team possess expertise in credit cards and own managerial skills across all aspects.

The call center has infused unique service beliefs and practices into regular services. It has expanded and created service channels, optimized and restructured service functions, and tremendously changed the nature of service with the support of its strong system platform. Moreover, an initiative and active culture has been built intentionally to effectively promote the employees’ passion for work.

With the perfection-pursuing people, service, system and culture, the credit-card call center of Shenzhen Ping An Bank’s prosperous future is worthy to be expected.

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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