2010中国最佳呼叫中心管理人：何丽华

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1434

||2010-11-01

何丽华 中国电信四川信产（号百）公司呼叫中心总经理

获奖介绍：很多人对他的印象最多提到的两个字：温暖,于是不难想象是一个怎样的领导人。

工作的4年中，何丽华经理实现呼叫中心从无到有，从小到大的艰难过程。从最开始的呼叫中心选址与装修，人员的招聘与培训，都是自己亲力亲为。上午给新员工讲课，下午到场地看装修，这就是最开始组建团队时她的真实写照。不久，一个80坐席，60人的呼叫中心开始运营了。这就是四川号百呼叫中心的雏形。

随着业务的发展，集约化运营的要求，何丽华经理在08年在集团范围内率先实行了全省集中管理，历时2年完成四川21个市州的平台集中和坐席集中，当时规模达到630席、800余人。集中完成当年，何丽华经理获得了CCCS标准认证高级资质，而且被评为 08年度中国呼叫中心行业亮点人物。

09年底，根据公司组织架构调整，四川电信外包呼叫中心运营职责加入，号百信息采、编维团队一并调整至呼叫中心统一管理，再加上四川号百业务的飞速发展。至今，在何丽华经理的带领下，4年时间，四川电信号百呼叫中心从0到目前己是拥有2177坐席，1500人规模，员工技能达到100余种，有呼入，有呼出，既有自建，又有外包的复杂超大型呼叫中心。
在管理上，何丽华经理对待员工实行了分类关怀，对管理人员、新员工、优秀员工、进步员工、特殊员工，不同的员工给予不同激励，因材施教，对症下药。其中对特殊员工设立的准妈妈坐席，受到各级工会的表扬，也获得各界同行参观交流者的认可与学习。在对团队的管理上，注重分享、学习与交流，让员工有充分的施展的空间，其办理的内刊分享杂志不仅在电信集团范围内争相阅读，而且还能为业内大家交流共享学习的渠道。

在四川号百呼叫中心扩张的过程中，遭遇08年汶川地震，为确保通信畅通，此时的号百呼叫中心更多的承担起了社会责任，冒着余震的危险，解决话务应急处理，利用号百语音平台优势开通了寻亲热线，并为晚会以生命的名义提供全球服务热线，最大限度的参与抗震救灾和灾后重建工作。有着08年的种种经历与考验，四川在今年面对特大泥石流灾害时，何丽华总经理显得十分从容与谈定，整个呼叫中心面对如此急而多的话务时，仍然是高效而有序的运转，各大流程，业务，排班，现场，招聘、培训。。。。。。环环相扣，无缝咬合。各项指标任然是平稳，各项工作更加高效。

Brief introduction of the Winning Units: He was worked in Sichuan Best Tone call center in 2007.Now she is the general manager of the call center. The dominant impression of her is warm. So it is not difficult to imagine what kind of leader she is.

In the efforts of Manager He, Sichuan Best Tone call center was going through the process from nothing to something, from small to large in the 4 years. From locating and decoration of the call center in the beginning to recruitment and training, she did them by herself. Soon, a call center of 80 seats and 60 people was being operated. This is the prototype of Sichuan Best Tone call center.

As the business development and the requirements of intensive operations, in the efforts of Manager He, Sichuan Best Tone call center completed the mission of gathering agents in the 21 cities and prefectures in Sichuan province’s in 2008 to 2009.It was the largest, but also the most successful call center in China. In 2009, they had once again the honour to be the first outsourced call center which was certified by CCCS. And she was named the 08 highlights of the annual figures in call center industry in China.

So far, under the leadership of the Manager He, Sichuan Best Tone call center was developing fast. There are currently more than 2,000 seats (Redundant seats for the outsourcing), more than 1,300 agents. The business types expanded from Directory Assistance in past, such as the first query, brand query etc. to now the platform of comprehensive type of information services, includes basic information inquiry, Best Tone Union, the personal communications assistant, super switchboard, outbound marketing, business services, e-commerce platform.

In the process of expanding of Sichuan Best Tone call center, WenChuan Earthquake happened in 2008. At that time, they were more responsible for society. Taking risks, they insisted on working, opened telephone hotline for searching the relative. They tried their best to join the earthquake relief work and post-disaster reconstruction. Because of these, when the super-large debris flow happened this year, Manager He was taking things easy, and all works of call center were going well.
In management, Manager He to implements the classification care for employees. The administrator, new staff, excellent staff, progress staff, special staff, different people are given different incentives, taught students in accordance of their aptitude. The establishment of mother-to-be seats and “sharing” magazine by Manager He was praised by all the leaders and all sectors of counterparts.

责编：tianwf