2006中国最佳呼叫中心:乐金电子(中国)有限公司呼叫中心

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客户世界|CNCCA |2006-09-14

2006中国最佳呼叫中心:乐金电子(中国)有限公司呼叫中心


LG Call Center


供稿:CNCCA | 来源:客户世界 | 2006-09-14

所处行业:电子
所在城市:北京
建立时间:2005年12月18日
人员数量:165
座席数量:240
服务时间:7*24
客服号码:4008199999

LG Call Center隶属于LG电子中国售后服务总部,以4008199999全国统一号码为依托,以LG遍布全国的2600家特约维修站为资源,每天为数万名LG电子产品的消费者提供技术支持和维修安排服务,搭建起LG电子与顾客的桥梁!LG Call Center前身是成立于1996年7月的LG北京热线中心。共经过三次整合,现在负责三个直辖市和十二个省。整个过程顺利过渡,保证接听率在95%以上,各项KPI指标超过目标水平。在整合后的半年就被评为《中国家电行业呼叫中心十大满意品牌》。

传承LG公司的Fast Innovation Fast Growth的企业文化,Call Center建立了良好的管理框架、严格的奖励和惩罚制度以及顺畅的管理流程,在部门内部形成了学比争先,互相帮助的良好氛围。在没有“不”的挑战、不是“我”而是“我们”、Fun to work等企业文化的指导下,以顾客是真正事业基础为理念,尊重顾客意见,不断为顾客创造价值,确保顾客对LG的信赖,不断追求更好的服务!

Brief Introduction of the Winning Units

LG China Call Center belongs to the LG Electronic China After-Service HQ, with its 2600 Service Station all over the country; it’s now taking in charge of 3 and 12 provinces.,supplying technical support and maintenance service for thousands of consumers of LG electronic products every day. The integrate process went smoothly, during which 95% calls got answered, and all the KPI passed the target standard. It won the “Ten mostly satisfied Call Center of China Home Electronical Appliance Industry”. Basing on the “Fast Innovation, Fast Growth” Culture of LG, LG China Call Center establishes a whole set of process, including well management frame, strict policy on rewards and punishment and smoothly management process.

For the well management frame and smoothly management process, it could be pided into 2 departments according to business sector: Telephone Transfer Department and Information Transaction Department. In the Telephone Transfer Department, this bears the weigh of KPI standard, sets up the on-site support team with team leader’s on-site support and other professional training. The team leader uses the ERS Monitoring to observe the staffs’ working status, and once found someone is on one line for more than 3 min, she will directly go there to check whether they need help. The professional lines are taking in charge of logging the pending questions into incomplete book and reply to customers. Besides, there will be training for the junior employee at low-tide time each week. On the Management process part, all the work is operated by system automatically from receiving customer’s repair call to parts transference. There is specified person looking after the urgent request, and they will follow up the whole repair process until completed. All the strictly process added the right reporting line, make the entire service work under great management. 

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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