2009中国最佳呼叫中心：上海市医疗保险咨询服务中心
客户世界||2009-09-10
2009中国最佳呼叫中心：上海市医疗保险咨询服务中心
Shanghai Medical Insurance Consultant Center
| 来源：客户世界 | 2009-09-10
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所处行业：政府
人员数量：106
所在城市：上海
座席数量：80
建立时间：2005年5月
客服号码：021—962218
获奖介绍：
为满足上海市民日益增长的对医保政策和办理医保事务咨询服务的需求，2004年，上海市医保咨询服务中心成立。2005年5月12日，向社会公布全天24小时不间断服务的962218特服电话，医保咨询热线正式运行。
上海市医保咨询服务中心以广大市民为服务对象，主要负责医疗保险政策及经办业务的咨询服务工作，包括医保政策咨询、医保卡挂失、医保帐户查询、接受求决/求助、业务投诉、举报投诉、意见建议、直接或协调处理相关医保事宜等。目前中心已形成以电话接听、短信服务、网上在线应答为主，传真服务、现场咨询等为辅的多元服务方式，为广大市民提供优质的、全方位的医保咨询服务。
上海市医保咨询服务中心始终以“服务市民、服务机构、服务机关”为使命，引导市民就近便利地办理医保事务工作，为各医保业务经办机构与定点机构间的信息沟通提供帮助。同时，积极做好各类来电信息的汇总、统计分析工作，及时向有关部门反馈，为政府部门制定和完善医保政策提供科学依据。
Brief introduction of the Winning Units:
Shanghai Medical Insurance Information and Service Center (SMIISC) is founded in 2004. It faces the growing needs of inquiries on medical insurance policies and handling medical insurance related business from Shanghai citizens. On May 12, 2005, the Medical Insurance Hotline was officially online, which provides uninterrupted service to the public through the special service number – 962218.
SMIISC serves the Shanghai citizen for the information and services on medical insurance policies and related issues, which includes answering inquiries on medical insurance policies, reporting the loss of medical insurance card, checking medical insurance account, helping the caller making decision, handling complaint about service, receiving complaint about business, collecting feedback, directly or indirectly coordinating medical insurance related issues and so on. With telephone, SMS and web response as the main service channels and fax and onsite inquiries as the supporting channels, currently SMIISC has multiple channels to provide high quality and overall medical insurance information service for the citizens.
“Serve the citizens, serve the agencies, serve the government” is the mission of SMIISC. It guides citizens to conveniently handle medical insurance related business at the nearest agency and helps the communication between medical insurance agencies and designated institutions. At the same time, SMIISC summarizes and statistically analyzes the incoming calls information. As the scientific basis for enacting and improving medical insurance policies, the results will be reported to related government departments timely.
评审单位：
工业和信息化部软件与集成电路促进中心（CSIP）
客户世界机构(CCMWorld Group)
呼叫中心能力成熟度模型国际标准组织（CC-CMM）
中国软件与信息服务外包产业联盟（CSA）
2009年9月
责编：admin
转载请注明来源：2009中国最佳呼叫中心：上海市医疗保险咨询服务中心
客户世界
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