2009中国呼叫中心产业发展杰出领袖：吕天贵

客户世界||2009-09-15

吕天贵：中信银行信用卡中心总裁助理兼客服部总经理

获奖介绍：

吕天贵，男，中共党员，工商管理硕士，注册会计师（CPA）、国际注册内部审计师（CIA），拥有十多年丰富的金融实践经验。历任国有银行干部、中信银行信用卡中心财务法律部副总经理、营运部总经理. 现任中信银行信用卡中心总裁助理兼客服部总经理。

吕天贵先生积极倡导“以客户为中心”，带领中信银行信用卡客户服务中心以高素质的客户服务专员、高衔接度的服务流程、高智能的系统平台为支持形成由人员、服务、系统以及文化等多元素构成的综合服务保障体系。同时，在服务平台挖掘上，吕天贵先生带领客服部不断进行渠道创新，推出包括多种上行短信、彩信账单、在线客服、WEB-CALL等全新渠道，并率先在业内用渠道替代率衡量非人工渠道的业绩指标。尤其值得推崇的是，吕天贵先生独具创新地率先创建“服务营销一体”的运营管理理念，在提供优质服务的同时获取客户经营价值并持续推进，该运营理念更是引领服务行业价值创新先机。

中信银行信用卡中心在吕天贵先生带领下并以荣获全球最佳呼叫中心、提供代表中国呼叫行业最佳水平的奥运坐席服务为标志，初步确立了在中国信用卡客户服务领域的领先地位。未来，吕天贵先生将继续领导中信银行信用卡客服中心努力成为中国信用卡客户服务领域的领先者、优秀的客户价值整合提供者。

Brief introduction of the Winning Units:

Mr. Lv Tian-gui, male, Master of Business Administration, Certified Public Accountant (CPA), Certified Internal Auditor (CIA), has 10 years of extensive financial experience. Deputy president of China CITIC Credit Card center (the Center hereafter) and general manager of the customer contact center.

Mr. Lv Tiangui always advocates the service idea of "customer-orient " to lead the CITIC Bank Credit Card Customer contract Center which compents a service system with high-quality CSRs, high efficient serving processes and   high intelligent IT platform with inbuilt culture elements. Meanwhile, in the service platform to tap on Mr. Lv Tiangui leads his team to lay lots of effort on the taping of service channel innovation to promote customer’s experience, including a variety of uplink SMS, MMS billing, online customer service, WEB-CALL and other new channels. The center is also the first in the industry to use alternative channels to measure the rate of non – Artificial channel performance indicators. In particular, what deserve sour praise is that Mr. Lv Tiangui is the first to create a unique innovative "services marketing in one" concept of contact center operations management.

Under the leadership of Mr. Lv Tiangui, the center has a high reputation at home and abroad and is widely recognized by both the industry and the society. The center the agents have perfect performance in the 2008 Olympic games in the audience hot line support. Mr. Lv Tiangui will continue to lead the China CITIC Bank Credit Card customer contact Center to become China’s leader in the field of customer service by proving outstanding customer service and value integration in the future,

评审单位：

工业和信息化部软件与集成电路促进中心（CSIP）
客户世界机构(CCMWorld Group)
呼叫中心能力成熟度模型国际标准组织（CC-CMM）
中国软件与信息服务外包产业联盟（CSA）

2009年9月

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