2010中国最佳呼叫中心：中国工商银行电子银行中心
||2010-10-29
2010中国最佳呼叫中心：中国工商银行电子银行中心
INDUSTRIAL AND COMMERCIAL BANK OF CHINA ELECTRONIC BANKING CENTER
| 来源：客户世界 | 2010-10-29
所处行业 银行
人员数量 1164
所在城市 北京
座席数量 1098
建立时间 2000年7月
客服号码 95588；4006695588
网址 http://www.icbc.com.cn
获奖介绍：
中国工商银行电子银行中心成立于2000年7月，历经十年建设与发展，目前已经拥有1000余座席席位，900余名业务代表，日均电话呼入量超过38万通。作为国内领先的银行业呼叫中心之一，工行电子银行中心不断植入先进技术手段，努力创新服务渠道，逐渐发展成为集电话呼入、呼出、短信客服、在线客服、电子邮件、网上论坛和网上视频等多种服务渠道为一体的全方位客服中心，服务范围涵盖业务咨询、账务查询、投诉、账户挂失、代客交易及客户关怀等各方面，其准确、及时、优质的服务树立了极高的市场知名度和美誉度。
经营特色和优势
近年来工行电子银行中心屡获殊荣，“95588数字化管理创新”项目获得2005年中国工商银行北京市分行管理创新奖、2007年总行团委“中国工商银行青年创新创效金奖”；在中国最佳呼叫中心评选活动中，工行电子银行中心获得“2005年中国客户关怀与公众服务标杆企业金奖”、蝉联2006年和2007年“中国最佳呼叫中心”和“最佳呼叫中心管理人”两项大奖、2007年亚太地区“中国呼叫中心特别贡献奖”以及2008年“金融业最佳客户服务中心”；2009年，荣获中国国际金融展“优秀金融品牌奖”。
这些奖项的获得，是对工行电子银行中心多年经营发展和客户服务水平的肯定，表明工行已走在了同业领先行列，对提高工行客户服务品牌的社会知名度、巩固品牌形象起到了积极的宣传作用。
Brief Introduction of the Winning Units:
ICBC Electronic Banking Center was established in July 2000. After 10 years of development and progress, today the Center has over 1000 seats and 900+ service representatives, handling more than 380,000 inbound calls every day in average. ICBC Electronic Banking Center, one of the leading banking call centers in China, is an all-inclusive customer center supported by state-of-the-art technologies to create different innovative service channels. The numerous services of the Center include inbound calls, outbound calls, SMS customer service, online customer service, e-mail, online forum and webcast. Range of services cover business advisory, account enquiry, complaint, report loss of account, buying or selling on behalf of customers and customer care. The Center earns its high reputation of excellence by the accurate, timely and top-quality services.
ICBC Electronic Banking Center received numerous awards in recent years. "95588 Digital Administration Innovation" won the "2005 ICBC Beijing Branch’s Management Innovation Award" and "ICBC Youth Innovation for Better Efficiency Gold Award" by Head Office ‘s Youth League Committee in 2007. List of awards won by ICBC Electronic Banking Center during the competition for the Best Call Center in China included: Gold Award for "2005 Model Corporation for China Customer Care and Public Service", "Best Call Center in China" and "Best Call Center Manager" for two successive years in 2006 and 2007, "Special Contribution Award-China Call Center" in Asia Pacific in 2007 and "Best Banking Customer Service Center" in 2008, and "Excellence in Financial Brand Award" in 2009 China International Financial Exhibition.
Winning the awards bears testimony to the performance and customer service of ICBC Electronic Banking Center over the years, and a reflection of ICBC at the head of the pack. The awards spread the reputation of a premier customer service brand of ICBC and buff up ICBC image.
责编：tianwf
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