2006中国最佳呼叫中心:中国建设银行股份有限公司95533客户服务成都中心

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客户世界|CNCCA |2006-09-14

2006中国最佳呼叫中心:中国建设银行股份有限公司95533客户服务成都中心


95533 Chengdu Customer Service Center


供稿:CNCCA | 来源:客户世界 | 2006-09-14

所处行业:银行
所在城市:成都
建立时间:2005年12月20日
人员数量:295
座席数量:224
服务时间:7*24
客服号码:95533

95533客户服务成都中心是中国建设银行总行级的首家呼叫中心,成立九个月以来,始终保持着高速健康的成长势态:上线服务的座席代表人数增长150%,客户服务业务量翻了近三倍,服务范围由最初1个省,发展到目前全国13个省市,服务电话银行签约客户数由最初691,561户增加到目前的2,217,552户,增长了221%。客户服务功能不断创新,继传统的客户咨询、建议、投诉等业务,已全面开通了人工挂失、速汇通、转帐、代缴费等人工交易类服务业务,并开通了电子银行业务专业技能组服务,客户服务正逐步向专业化、差别化方向发展。

成都中心致力于规范化的流程建设和精细化的考核管理,努力构筑“以人为本”企业文化氛围,内部管理日臻完善,已初步搭建起规范的管理制度和组织框架,实现了明晰高效的运作处理流程,质量管理体系和人员激励机制日趋成熟,领先国内客户服务行业的专业团队已基本形成,客户满意度和员工满意度持续提升。在最近一次TNS公司对建设银行呼叫中心客户满意度调查活动中,成都中心人工服务的客户满意度名列全行第一。成都中心以 “国内领先、国际一流的呼叫中心”作为未来三年的努力目标,随着这一目标的实现,成都中心在为客户提供统一规范、高质量金融服务的同时,集中专业经营的模式也将在金融行业起到示范作用,代表国有商业银行服务网络变革和服务中心管理模式创新的方向。

Brief Introduction of the Winning Units

95533 Chengdu Customer Service Center the first headquarter-level call-center of CCB.Over the nine months after foundation, it has kept a constant, high-speed and healthy growth: The number of CSR has increased by 150%; Business volume has tripled approximately 3 times, with the service scope expanding from initially 1 province to presently 13 provinces. The number of our signed customers has seen a rise of 221%, from 691,561 to 2,217,552.

They extent their service business from inquiry, advice, complaint, to the artificial loss report/ remittance/transfer and bill payment ect. Also, they start the specialized service of electronic banking business. Customer service is getting more and more specialized and different. Chengdu center strives for establishing standard process and meticulous examine, tries to cultivate the “people first” enterprise culture, improve and perfect the inside administration. They have successfully framed the management and organization system, achieved the high-efficient operating process and form a specialized leading team. The acceptance level of customer and our staff has been rising. They are the most satisfying call center in CCB during a recent investigation by TNS. “To be the leader in domestic and world-class call center” is the target of Chengdu Center in the next 3 years. Chengdu Center is offering standard and high-quantity banking service. Also, its centralized and specialized operating pattern will also be the model of financial field, representing the direction of stated-owned commercial bank’s management innovation.

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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