2006中国最佳外包呼叫中心:上海微创软件有限公司

客户世界|CNCCA |2006-09-14

2006中国最佳外包呼叫中心:上海微创软件有限公司

Wicresoft

所处行业：IT服务
所在城市：上海
建立时间：2002年7月1日
人员数量：350
座席数量：300
服务时间：7*24

作为客户在大中华地区技术支持热线业务唯一的外包服务提供商，微创负责对其中国用户提供技术支持业务，这其中既包括普通的用户，也包括大型企业客户，支持的产品范围涵盖了客户在中国大陆销售的从软件到硬件的所有产品。在过去的两年中, 微创不但扩展了已有的大陆技术支持业务, 包揽了香港业务, 还接手了其他客户的渠道销售中心业务。根据客户的需求，微创为客户定制了基于电话的B2B销售中心模式。通过先进的客户管理系统，销售中心能在第一时间更新或增加渠道客户的最新信息，为客户的市场活动提供宝贵及精准的信息及客户分类，并进一步完善和发展客户的广域渠道。渠道销售中心的成立，极大的拉近了客户与其广域渠道的距离，客户和渠道的信息互动变得更为及时、准确、可信。

公司以“激情”为文化主旨，强调 “迅捷，诚信，尽责”是公司文化建设的长期基调和对客户的庄重承诺，致力于成为国内一流的IT服务提供商。目前技术支持服务部门管理团队以“创造客户满意”为中心的技术支持精神与理解已深入管理的思想精髓，并且继续传播到员工中，而这也是客户服务的灵魂，同时还为此设立了支持团队和部门的技术支持奖来鼓励优秀的“创造客户满意”模范员工，并且将客户满意作为绩效评估的极其重要的部分，这是微创对支持服务事业的庄严承诺。

Brief Introduction of the Winning Units

As an important investment of Microsoft in China, Wicresoft boasts a professional and dedicated team of experienced and outstanding technical experts. They exclusively provide all of the fundamental and professional services for Microsoft customers in the Greater China Region. Wicresoft also have built up a telesales center from the ground up for another client and helped to increase sales and improve sales capability. Passion is the substance of their company culture. AIR: “Agility, Integrity and Responsibility” are the long-term core values of our company culture. It also represents their promise to every client. They are dedicated to becoming a first-class IT service provider in China. Their continuous devotion of resources and people intelligence ensure its business keeps developing.

The management team of PSS (Professional Support Services) is oriented to “Creating very satisfied Customer”. This spirit has become the focus of their beliefs and is spread widely among their employees. To encourage their employees and teams with such spirit, Wicresoft set up “Service Quality” awards for the outstanding in piduals and departments. Furthermore, the level of “Customer Satisfaction” has become the very key point in each Support Professional’s performance evaluation. All the pursuits to gain more very satisfied customers support them to keep their promise to their Clients and the Professional Support industry as well.

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)

2006年9月

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