2009中国最佳呼叫中心管理人：何志伟

客户世界||2009-09-15

何志伟：深圳发展银行信用卡中心客户体验部副总经理

获奖介绍：

02年加入汇丰银行，负责数据中心和呼叫中心技术支持工作。04年加入电讯盈科，先后曾负责广州地区呼叫中心的全面技术支持工作，以及华南地区外包呼叫中心项目的顾问管理工作。08年加入深圳发展银行信用卡中心客户体验部，从事一线运营管理工作。

开放总结式管理，发掘各阶层员工潜力，以员工创造自我价值为中心理念。结合企业的发展战略，规划客户体验部一线运营工作。运用KPI考核，执行全方位客户满意度测量，保持稳定服务水平及服务品质为导向。

通过阶段性实践，对运营架构的调整，员工考核制度的优化，培训机制的创新，以及开展项目制等工作，实现运营管理团队扁平化管理，增加团队的磨合度及加强团队各阶层的执行力，使得客户的体验度得到进一步的提升。

Brief introduction of the Winning Units:

In 2002 to join HSBC, responsible for data center and call center technical support work. Joined PCCW in 2004, has been responsible for call center in Guangzhou district, a comprehensive technical support, as well as the consultant management concerning outsourcing of call center project in southern China. In 2008 joined Shenzhen Development Bank Credit Card Center Customer Experience department, engaged in operation management.

“Open mind” style management, explore the potentials of employees in different levels, create their own value as the key philosophy. Combined with the development strategy of enterprise, planning the operation work for customer experience department. Using KPI as the assessment standard, implement the full range of customer satisfaction measurement, to maintain stable service levels and service quality-oriented.

Through the stages of practice, to adjust the operational structure the optimizing of the staff appraisal system, innovate the training system, and expand the project management etc. To achieve the flat management structure, enhance the team’s harmony and the execution of all level, make a further progress of the customer experience satisfaction.

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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