2006中国最佳呼叫中心:上海移动通信有限责任公司客户服务中心

客户世界|CNCCA|2006-09-14

2006中国最佳呼叫中心:上海移动通信有限责任公司客户服务中心

10086 Hotline of Customer Service Center of Shanghai Mobile

所处行业：通信
所在城市：上海
建立时间：1999年8月
人员数量：1694
座席数量：839
服务时间：7*24
客服号码：10086

伴随着上海移动的发展历程，客户服务中心已经从1999年初创时期24个单一的呼入话务坐席扩容为拥有800多个话务坐席，集呼入、呼出和投诉处理为一体的综合性客户服务呼叫中心，员工也从200多人增加到现在的1760多人，平均年龄28岁。正是这样一个充满勃勃生机的年轻团队，秉承中国移动“正德厚生、臻于至善”的核心价值观，认真贯彻“服务与业务领先”的战略，诚心磨砺与打造上海移动一流呼叫中心的精品服务品牌。先后荣获“全国巾帼文明示范岗”、上海市通信行业“文明服务示范岗”、“上海市用户满意服务单位”，信息产业部“服务明星集体”等荣誉称号。

面对上海移动新跨越战略，客户服务中心以“追求高品质服务，创建一流呼叫中心”为方向声明，进一步明确服务热线在上海移动发展中的历史使命、责任和战略定位，推动服务创新、业务创新、管理创新和文化建设，不断疏理、优化整合服务流程，研究和把握客户服务和服务营销的规律，通过渠道的管理、流程的执行和资源的整合，保障客户服务、服务营销渠道通畅，全面贯彻和推进“客户服务与高绩效管理体系”，形成勇攀新高峰，谋求新发展的浓厚氛围。透过这扇服务“窗口”，客户服务中心将洞悉客户的所思所需，努力打造10086服务品牌，不断提高服务竞争力，为实现上海移动新跨越战略目标作出贡献。

Brief Introduction of the Winning Units

Containing only 24 inbound operators at its primary stage in 1999, customer service center has expanded into an all-around call center of customer service with the development of shanghai mobile. The center has more than 800 phone operators and unifies inbound, outbound and complaint management into one. Meanwhile, the number of employees has increased from 200 to more than 1760 with the average age of 28.It is such a spry young team that inherits the core value of “working with high responsibility and keeping rolling till perfect” of china mobile, carries out the strategy of “giving prior to service and business” and devotes theirselves to establish the first-class brand of call center of shanghai mobile. The customer service center has won different kinds of honors, such as “countrywide courteous model of women”, “model of courteous service” and “customers’ satisfactory company” of shanghai communication industry and “service star team” of ministry of information industry.

When facing the new exceeding strategy of shanghai mobile, customer service center sets “seeking high-quality services and establishing first-class call center” as its guidance. Moreover, in order to push forward the culture construction and innovation of service, business and management, we farther definite the historic missions, responsibilities and strategic position of service hotline in the development of shanghai mobile. By this method, they can keep coordinating and optimizing service process, keep researching and grasping the rule of customer service and service sales.  Meanwhile, through management of channels, execution of processes and integration of resources, they safeguard the fluency of customer service and service sales, wholly carry out and push forward “the system of customer service and highly efficient management”, so as to form the good atmosphere of climbing up new peaks and seeking new developments. through this service window, the customer service center can have a full insight of customers’ needs, devote theirselves to establishing the service brand as 10086,keep on increasing the service competitive strength and contribute to realize the new exceeding strategic goals of shanghai mobile.

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

责编：admin

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