2006中国最佳呼叫中心:中国移动集团江苏有限公司客户服务中心

China Mobile Telecommunication Group Jiangsu Co. Ltd

所处行业：通信
所在城市：南京、淮安
建立时间：1998年6月
人员数量：2000
座席数量：1800
服务时间：7*24
客服号码：10086

中国移动通信集团江苏有限公司是中国移动有限公司在江苏设立的全资子公司，经营范围包括移动通信业务、IP电话及互联网接入服务等，公司移动电话客户总数超过2000万，年运营收入已连续四年超百亿元，2005年达到160亿元。

作为一家移动通信服务企业，公司始终以客户满意为标准，不断拓展服务内容，提升服务品质，2005年度客户满意度领先行业水平17.8个百分点。负责公司10086服务热线的客户服务中心拥有行业内最先进的硬件设备及管理体系，共有座席1800个，电话呼入量达到1.4亿次/月，是国内规模最大、管理先进的客服中心之一。为确保向客户提供高品质的热线服务，中心建立了完善的培训体系，要求所有岗位的人员上岗前必须经过充分的、针对性的培训，从而具有适应岗位需要的服务能力与知识结构。中心还建立了个性化的排班体系，如对喜欢有整天休息时间的员工设置 “欢乐时光”轮班，为其提供较长的休息时间；对家里有小孩子或老人、需在固定时间回家的员工设置了“幸福家庭”轮班，尽量保证其正常家庭生活；对怀孕或在哺乳期的员工设置“希望工程”轮班，不安排其在晚间及夜间上班；对在固定时间需要上学的员工设置“学无止境”轮班，使其学习与工作能够兼顾。个性化的排班法极大地提高了员工积极性和满意度。

Brief Introduction of the Winning Units

China Mobile Telecommunication Group Jiangsu Co. Ltd is a wholly-owned subsidiary of China Mobile Co. Ltd located in Jiangsu. Its operation activities cover mobile telecommunication business, IP phone and Internet access service, etc. There are more than 20 million phone subscribers now and the annual operational income has exceeded RMB 16 billion Yuan for four successive years

As a mobile telecommunication service operator, the company has always taken customer satisfaction as the standard, relentlessly explored service contents and improved service quality. In 2005, its customer satisfaction was above 17.8 percent than the industry level. Customer Service Center that operates 10086 hotline service, possesses the most advanced hardware and management system in the industry, having 1800 telephone service seats and incoming phone calls reaching 0.14 billion times per month. The center is one among the biggest scaled service centers in the nation with advanced management system. To ensure the provision of high quality hotline service to customers, the Center has established perfect training system that requires all employees to undertake sufficient and effective training before being positioned so as to acquire the necessary service capability and knowledge structure. The Center has also set up a personalized work-arrangement system. For instance, “happy hour” rotation is offered to those who wish to have whole day’s rest time, and longer rest time is given to them. To those who have children or the elder at home and need to be at home at fixed time, “happy family” work arrangement is set to ensure their normal family life. Employees who are pregnant or are in mother-care period can enjoy “hope project” arrangement and need not work in evening or at night. “Perpetual learning ”is tailored for those who need to study at school in fixed time, enabling them to balance work and study. This personalized and humane work arrangement system has greatly promoted employees’ work passion and satisfaction.

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