2007中国最佳呼叫中心:中国移动通信集团广东有限公司客户服务(广州)中心

    |     2015年7月12日   |   文库   |     评论已关闭   |    1191

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心:中国移动通信集团广东有限公司客户服务(广州)中心


The Customer Service (Guangzhou) Centre,The China Mobile Croup Guangdong Co., Ltd.


供稿:CNCCA | 来源:客户世界 | 2007-09-15

所处行业:通信
所在城市:广州 
建立时间:2005年 
人员数量:1755
座席数量:1038
客服号码:10086

获奖介绍:

中国移动通信集团广东有限公司客户服务(广州)中心是广东省内最大的呼叫中心之一。

中心07年1月-4月系统月均呼入量(含扩展号)4141万(最高峰达4900万),比去年同期上升48%。其中人工呼入量月均580万(最高:674万),比去年同期上升17%(最高上升34%)。

随着公司业务的蓬勃发展,承载的服务量激增。为了更好的适应这种增长,客户服务(广州)中心秉承省公司提出的建设“多媒体呼叫中心、虚拟利润中心、12580资讯服务中心”三大中心的目标,一方面深入挖掘服务潜力,开展动态运营研究,一方面大力拓展自助渠道,创建多媒体客户服务新模式。在此大方向的指引下,在中心全体员工的努力工作下,客户服务(广州)中心在电子渠道运营(短信、USSD、网站)、电话销售、12580资讯服务方面都取得了显著的成果,赢得了良好的经济效益和社会效益。

客户服务(广州)中心是一个人数众多的大家庭,因此在开展动态运营和多媒体电子渠道服务建设的同时,中心还开展丰富多彩的团队文化建设和员工关怀活动。例如今年启动的“活力100”班组建设活动,全面调动中心所有员工积极参与,做到“快乐生活、激情工作”,在中心所有员工中营造了积极向上的生活和工作氛围;同时,在住宿、餐饮、安全健康等员工基础服务方面也做了很大的人力物力投入,为员工打造舒适安心的工作环境。

Brief Introduction of the Winning Units:

The Customer Service (Guangzhou) Centre – The China Mobile Croup Guangdong Co., Ltd. is one of the leading call centers in Guangdong province.

From January to April, 2007, the quantity of the monthly average incoming call within the system reached to 41.41 millions with the peak time to 49 millions, which arose by 48% by comparing with the same period last year. In addition, part of the average quantity is from manual incoming call, which reached to 5.8 millions on monthly average with the peak time to 6.74 millions. By comparing the same period of last year, the quantity of the average monthly manual incoming call arose by 17%. And the quantity of the average monthly manual incoming call at the peak time arose by 34%.

Along with the company’s booming business, the service is on high request increasingly. In order to be better cope with the increasing demand from the market, The Customer Service (Guangzhou) Centre proposes to achieve a goal of building three centers named “a multi-media call centre, a virtual revenue centre and a 12580 information service centre”. The purpose of it is to discover the service potential in depth and launch a research of dynamic operation on one side, and to develop a self-service channel and build up a new model of multimedia customer service on the other. Guided by such right direction and with the hard work that all employees provided, The Customer Service (Guangzhou) Centre has made significant achievements in the areas of e-channel operation (SMS, USSD and WEB), telephone marketing and 12580 information service. It also obtains good economic and social benefits.

The Customer Service (Guangzhou) Centre is a big family. Therefore, it carries out rich and colorful caring activities for employees and team culture construction. For example, the launch of an activity in this year named “Energy 100” team spirit construction mobilized all employees to take actively part into it from all angles. It achieved the purpose of “live with joy, work with passion”. The activity built up a positive living and working environment for all employees in the centre. In addition, large amounts of human resources and materials have been input to the basic service areas such as accommodation, dinning and health insurance, etc. for providing a comfortable and safe environment for the employees.

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)

2007年9月

责编:admin

转载请注明来源:2007中国最佳呼叫中心:中国移动通信集团广东有限公司客户服务(广州)中心

相关文章

噢!评论已关闭。