2009中国最佳呼叫中心管理人:戚峰

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客户世界||2009-09-15

戚峰:国泰君安证券客户服务中心总监

获奖介绍

1997 年前就职建设银行,从事软件开发和技术管理工作,参与开发的系统曾获得过建总行科技进步特等奖。97年后进入国泰君安证券,先后从事过技术、网上交易及CRM研究等工作,2004年起就任国泰君安证券客户服务中心总监。

在其带领下,国泰君安客户服务中心成为证券行业领先的呼叫中心之一,屡次获得中国证券行业最佳呼叫中心荣誉,其本人也获得最佳呼叫中心管理人称号。提出并实践的“服务集中化、营销本地化“以其符合证券行业特点,在保证服务品质的同时,满足个性化的营销需求成为行业典型客户服务中心运营模式;创立的“集中服务、分散接入”系统构架在解决了证券行业特有的IVR自助业务占比极大引起的通信费用高企问题的同时,保证了客户服务质量,成为业内普遍采用的系统构架模式;提出按照呼叫中心行业标准规范化标准化运营证券呼叫中心思想、精细化运营管理,探索证券行业呼叫中心运营发展方向。

Brief introduction of the Winning Units:

He was once engaged in IT Technology in China Construction Bank. In 1997, he entered Guotai Junan Securities Co.,Ltd, working on the job about IT Technology, Internet transactions and CRM. In 2004, Mr Qi was as the manager of call center of Guotai Junan Securities Co.,Ltd. And now, he is the chief director.
During the period which he was responsible, the call center of Guotai Junan Securities has won the hornor of “2004 best call center in Securities”, “2005 chinese customer care benchmarking organization” and so on.

At the time of maintaining the good relationship between customer and organization as well as improving the customer satisfaction, aligning with the state of the securities of China, the features of call center applied in securities industry and the structure of business organization, Guotai Junan Securities Co.,Ltd implemented the system of all internet-based call center, which featured as “all resources are distributed concentratly, and inbound service are managed for convergence, outbound marketing are done separately, local service and centralized service are combined

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

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