2006中国最佳呼叫中心:三一重工股份有限公司客户服务呼叫中心

客户世界 | 2015年7月12日 | 会员服务 | 评论已关闭 | 1450

客户世界|CNCCA |2006-09-14

2006中国最佳呼叫中心:三一重工股份有限公司客户服务呼叫中心

SANY Call and Guidance Center

供稿：CNCCA | 来源：客户世界 | 2006-09-14

所处行业：机械制造
所在城市：长沙
建立时间：2005年12月
人员数量：22
座席数量：16
服务时间：7*24*365
客服号码：4008878318

三一重工服务呼叫指挥中心是三一重工的服务调度与协调指挥中心，起到对内协作对外服务控制的作用，是公司服务管理调度和信息化中心。

中心的建设是为了保证公司的所有客户均能享受高品质的服务，保证三一服务引领行业标准、超越客户期望。针对各类服务需求，中心通过外部服务资源调配及公司内部资源协调达到对客户需求的全面及时响应。通过信息处理平台向公司其它部门提供量化的服务信息及各类报表，如：质量信息分类统计、服务及时性分析、服务人员绩效考核、客户满意度评价、客户抱怨处理、客户档案、在外产品分布及服务情况、服务资源情况等。

中心通过以短信代替电话实现实时派工；通过IVR对各类业务进行分流；通过规范业务流程和标准用语，缩短沟通和信息收集时间；通过配备技术专家远程指导，减少需现场服务成本；通过对信息的闭环控制，杜绝重复服务需要的服务投入；通过平台信息共享，提高各部门协同作业的效率等。

中心是一个服务信息闭环管理平台，保证所有信息能够得到处理。同时通过指挥平台的职能，来加快处理速度、提高服务效率，创造客户价值。三一重工在国内工程机械行业第一家引入服务呼叫平台，使三一重工引领国内工程机械行业服务标准的地位更加突出。

Brief Introduction of the Winning Units

SANY’s Calling and Guiding Center has the function of Guidance. It is a center for service scheduling, coordination and guidance. For the inside company, it can make engineers work cooperatively; for the outside company, it is a center for SANY’s service management and informatization.

SANY sets up the center in order to guarantee that all the clients can enjoy service with high quality and that SANY can blaze a way in the standard of construction machinery industry beyond exceeding client’s expectation. According to all kinds of service, the center can provide all-around service in good time by mobilizing outside service resource and deploying the inside resource reasonably. Through this information processing desktop, the center can supply other departments and branches with detailed information and reports with quantity, such as classified statistic information about quality, analysis report about arriving time, performance examination on service engineers, clients’ satisfaction degree, management of clients’ complaints, clients’ records, distribution of outside products and service resource, and actuality of service.

The call center makes it come true to arrange engineer in time by sending short massage .The time spend in communicating and collecting information has been greatly saved as the call center shunt the different issue by IVR and by standardizing business process and language. The remote technical guidance has greatly reduce the service cost .Repeated services have been decreased by the control of information, while the working efficiency has been enhanced by sharing the information on a platform.

The call center is a internal management platform of service information which can enable all information can be handled in time. The command platform takes a role of accelerating process, improving the service, and creating customer value. SANY style services have became the outstanding standard service again in the construction machine industry after fetching in the service calling system as the first company.

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