2006中国最佳呼叫中心:中国建设银行股份有限公司上海市分行客户服务中心

95533 Service Center of CCB Shanghai Branch

所处行业：银行
所在城市：上海市
建立时间：2000年10月
人员数量：80
座席数量：60
服务时间：7*24
客服号码：95533

建设银行上海分行95533客户服务中心，坚持以人为本，注重科学化、标准化、规范化管理，突出人性化考核管理机制。“用心交流，至诚服务”是业务代表共同力荐的座右铭，“关注客户、业务求精、追求完美、服务永恒”十六字质量方针，是不断优化客户服务的质量保证。

建设银行上海分行95533通过全行协调、畅通、快速、高效的大服务运行机制，使客户享受到全程化、高效率服务，并且把“软服务”细化、量化、标准化，以运营数据分析为依托，完善绩效管理。先后制定了十五项管理制度、6大类35项考核指标，用统一的标准来规范衡量员工的服务水平、工作质量，使人人有工作记录，事事有据可查。各岗位管理职责分工明确、设计合理，各岗位执行与交接有效率；定期展开运营管理工作的回顾审核；注重对运行数据的分析，达到了良好的执行效果。

95533还注重建立学习型的呼叫中心，要求“所有业务代表对个同一问题的回答必须一致”，“同一个错误在整个95533只能犯一次”；另外，产品发言人制度的建立、知识库全行共享，典型案例库等管理特色，使95533能及时总结问题并且和分行各网点经验共享，上下联动，达到互相沟通、互相交流、取长补短、共同进步，更好地为客户提供优质服务。

Brief Introduction of the Winning Units

Attaching importance to the sense of standardized management, emphasizing on human-oriented examining and managing system, the 95533 service center of CCB Shanghai Branch is sticking to the pursuit of customer-oriented concept. What all our customer service representatives (CSR) aim at is serving with pure-hearted communication and complete sincerity. By continuing improving its superiority in customer service, the center has established the principle as “Focus on customers, Improve the business, Pursue the perfectness, Always give priority to services”.

The 95533 service center of CCB Shanghai Branch provides customers with plenary process and high efficiency in services through its harmonious, expedite, swift and efficient service framework. Moreover, supported by running-data analysis, the center refines, quantifies and standardizes the “flexible service” in order to consummate its performing management. It has successively developed a 15-item managing system as well as 35-item assessing targets of six categories, which have been well carried out in detail for measuring staff’s serving standard apart from their working quality. Each position in the center is definitely distributed, reasonably arranged, favorably executed and handed over. The implementing result is hereby finely presented owning to its periodic review on the working management as well as its full attention to the running-data analysis.

Besides, 95533 advocate developing a learning-foremost call center, which appeals for “Unanimousness of solution to the same problem” and “One and the same mistake excused for only once in 95533”. In addition, the establishment of product spokesman system, information shareware available online within Shanghai Branch and typical cases management enable 95533 to sum up these problems in time and share experience with its branches, stores. Therefore, the center will surely offer better services to customers incorporating the whole Shanghai Branch through communicating, balancing, and making progress together.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2006年9月

责编：admin