2009中国最佳呼叫中心管理人:周骥
客户世界||2009-09-15
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周骥:上海市医保咨询服务中心主任、党支部书记
获奖介绍:
1962年1月生,现任上海市医保咨询服务中心主任、党支部书记。
自2004年上海市医保咨询服务中心成立以来,周骥带领上海市医保咨询服务中心的管理干部和业务骨干,围绕上级领导提出的“服务市民、服务机构、服务机关”的要求,以“倾听、关注、专业、真诚”为服务宗旨,建章立制,夯实基础管理,建设包括前台操作管理、医保政策和操作事务知识库等项目的医保咨询服务系统,形成和发展了由“岗前培训”、“岗中培训”、“管理人员培训”等内容组成的培训考核系统,保证了运行管理的可持续发展。2007年,上海市医保咨询服务中心获得“中国最佳呼叫中心”荣誉称号。
2009年,周骥和他的团队又全身心地投入到呼叫中心能力成熟度CC—CMM国际标准与认证工作中,预期通过项目认证,学习先进的呼叫中心管理理念,健全中心规章制度,优化业务流程,完善质量管理体系,全面提升中心的工作质量和管理水平,进一步促进服务质量水平迈上新台阶。
Brief introduction of the Winning Units:
Zhou Ji was born in January 1962. He is the Director and the Party branch secretary of Shanghai Medical Insurance Information and Service Center (SMIISC).
Under the mission “Serve the citizens, serve the agencies, serve the government” and service tenet “Listening, concentration, professionalism, sincerity”, Zhou has led the management team and key personnel to establish regulations and processes and consolidate management system. Since the foundation of SMIISC in 2004, Zhou and his team have established two systems to sustain the operation and management: the medical insurance information service system (which includes front office operation management and knowledge base of medical insurance policies and business operation) and the training and evaluation system (which includes new hire training, on-job training and management training). SMIISC won the “China Best Contact Center” award in 2007.
In 2009, Zhou and his team devote themselves into the Contact Center Capability Maturity Model (CC-CMM) International Standard certification project. Through the project, Zhou expects the team to study advanced contact center management theory, perfect regulations, optimize business processes and improve quality management system. He anticipates the overall elevation of service quality and management level by go through the certification.
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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