2008中国最佳呼叫中心：中国移动通信集团湖北有限公司客户服务中心

客户世界|CNCCA |2008-10-11

2008中国最佳呼叫中心：中国移动通信集团湖北有限公司客户服务中心

The Customer Service Center of China Mobile Group Hubei Co., Ltd.

所处行业：通信
人员数量：1639
所在城市：武汉
座席数量：828
建立时间：1999年
客服号码：10086
网址：www.hb.chinamobile.com

获奖介绍：

中国移动通信集团湖北有限公司客户服务中心是湖北省内最大的呼叫中心，截至08年8月底，中心拥有员工1639人，其中一线客服人员1479人，座席数828个，是集热线、短信、自动台、网站等多种渠道为一体，为全省1900万移动客户提供咨询、业务受理、投诉、建议等多种服务功能的综合型呼叫中心，让客户足不出户，一个电话、一条短信或一封邮件，即可体验到移动方便便捷的全方位优质服务，被广大客户亲切地称为“连接移动与客户的沟通桥梁”、“无限自由的空中营业厅”，成功确立了湖北呼叫中心行业第一的地位。

1999年客服中心组建至今，全体员工一直秉持“沟通从心开始，让客户聆听微笑”的服务理念、紧紧围绕“由客服中心向客户关怀中心、多媒体中心、营销中心转型”的战略目标，通过集中化管理、差异化服务战略、投诉一体化快速反应机制和前台区域竞争力综合评价体系等一系列特色运营方式，践行着“客户的每一件小事都是我们的大事、满足客户的需求是我们不懈的追求”服务宗旨，得到了客户的广泛赞誉，并赢得了良好的社会效益。

Brief Introduction of the Winning Units:

The Customer Service Center of China Mobile Communication Corporation, Hubei Company Ltd. is the biggest call centre in Hubei province in which 828 staff can work at the same time now. By the end of August of 2008, there were 1,639 staff, 1479 of whom were customer service staff in this centre. It is a comprehensive call center incorporating many channels, such as hotline, short text message, automatic voice system and website to provide 19 million China Mobile customers of Hubei province with various services of business consulting, processing, complaining and proposing. It can make the customers experience all-directional, convenient and good quality service through a phone call, a short message or an e-mail indoors. So it is graciously called “ A communication bridge between China Mobile Company and its customers”, and “Air business hall with infinite freedom”. It ranks the first in the Call Centre industry of Hubei.

From the establishment of the customer service centre in 1999, all the staff of this centre have been following the service philosophy of “communicating with customers with heart and smile” and closely in line with the strategic target of” Expanding from A Customer Service Centre  to A comprehensive centre of customer caring service, multi-media service and sales service”. This centre aims to make all efforts to deal with any problems of customers and to meet any demands of customers through a series of  distinguished ways of business operation, for example, “the centralized management system , the differential services strategy, the integrated complaint and rapid response mechanism and the overall competitiveness evaluation system for receptionists.”

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
呼叫中心能力成熟度模型CC-CMM标准委员会
亚太客服与呼叫中心联盟
客户世界机构(CCMWorld Group)

2008年10月

责编：admin

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