2007中国最佳呼叫中心:中国电信泉州分公司10000客户服务中心

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客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心:中国电信泉州分公司10000客户服务中心


China Telecom Quanzhou Branch 10000 Customer Service Center


供稿:CNCCA | 来源:客户世界 | 2007-09-15

所处行业:电信
所在城市:泉州
建立时间:2001年5月
人员数量:295人
座席数量:300
客服号码:10000、10001

获奖介绍:

中国电信泉州分公司10000客户服务中心(泉州10000号)自2001年成立以来,始终秉承中国电信“用户至上、用心服务”的服务理念,坚持用心服务客户、无私奉献岗位的精神,以建设“以客户为中心”的服务文化为主线,从运营管理、品牌建设、团队文化、服务营销转型等方面入手,传承历年精髓,积极开拓创新,有效发挥其独特的IT系统支撑优势,彰显了10000号的无“线”服务魅力。

另外,泉州10000号为适应服务营销转型需要,充分发挥其“对外是公司的耳朵,帮助公司聆听用户的声音;对内是公司的眼睛,帮助公司发现方方面面的问题”的桥梁作用,积极感知用户需求,并通过搭建10000号远端台席,不断加大客户关怀回访力度与营销广度,为公司创造了可观的经济效益,逐步成为了一个低成本、高效率的利润中心。

同时,经过六年来的用心锻造,泉州10000号的服务内涵现已延伸到110联动等社会层面,为泉州地区670万市民的通信畅通提供了24小时的“零距离”服务,成为泉州地区便民利民的良好服务平台,赢得公司和广大用户的充分肯定,构筑了用户心目中值得信赖的电信服务品牌,并跻身于中国最佳呼叫中心行列。

Brief Introduction of the Winning Units:

China Telecom Quanzhou Branch 10000 Customer Service Center (“Quanzhou 10000”) has always been, since it is established in 2001, persisting in the service philosophy of “Customer First Service Foremost”, addressing itself to the operation and management, brand building, team culture, service and sales transition, etc. based on the service culture of “Customer-Oriented”, inheriting the quintessence of the past years, taking an active part in the development and innovation, making full use of the advantages of its unique IT system support, and showing the limitless service charm of 10000.

In addition, Quanzhou 10000, in order to meet the need of service and sales transition, acts as the ears to listen to the voice of the users and the eyes to find the problems in many aspects, actively understands the need of the users, increases the customer visit and makes more efforts in marketing by setting up long-distance platform of 10000, bringing considerable economic benefit to the company while gradually developing into a low-cost and high-efficient benefit center.

Meanwhile, after efforts of 6 years, Quanzhou 10000 has expanded its service scope into the social life, such as 110 emergency call, providing 24-hour “Zero Distance” smooth communication service for the 6.7 million citizens in Quanzhou; it becomes a good service platform for the convenience of the customers in Quanzhou, being highly praised by numerous companies and users, thus building a reliable telecommunication service brand in the eyes of the users and ranking among the nation’s best call centers.

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

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