2006中国最佳呼叫中心:福建省电信公司厦门分公司10000号客户服务中心

No.10000 in Xiamen Telecom

所处行业：通信
所在城市：福建厦门
建立时间：1997年5月17日
人员数量：211
座席数量：240
服务时间：7*24
客服号码：10000（人工）、10001（自助）

10000号客户服务中心以服务营销一体化、以低成本高效益的经营管理模式，带给客户更多的附加价值，使企业与客户建立良好的诚信关系和合作关系，提高了客户满意度和忠诚度，为企业创造更高的生产效益，丰富了企业品牌的内涵，塑造了良好的企业形象。
作为企业电子渠道的核心，10000号客户服务中心为企业与客户搭建了良好的沟通平台：
1、全方位的服务渠道：以全方位提升服务能力和售后支持为重点，提高客户的忠诚度；
2、低成本的销售渠道：通过高频度的客户接触、有计划的精确营销，降低整体的销售成本；
3、高效的客户关系维护渠道：通过客户交互及消费信息的收集，洞察客户所处生命周期，挖掘客户的潜在消费需求，结合客户维系策略实施高效的客户关系维护；
4、重要的信息的收集渠道：收集客户接触的全部记录，挖掘和分析有价信息，为经营决策提供可靠依据。

Brief Introduction of the Winning Units

Sticking to a management model of integration of service and marketing, and low-cost and high-efficiency, No. 10000 customer service center brings the customers more additional value and thus sets up an honest and cooperative relation between the customers and the enterprise. Meanwhile, it also greatly improves the satisfaction and loyalty of the customers and the enterprise can make more profit as well. Besides, it enriches the connotation of the brand and creates a good corporate image, too.
Enterprise features:
As the core of E-channels of the enterprise, No.10000 customer service center builds up a good communication platform between the customers and the enterprise:
1. An all-around service channel: to increase the customers’ loyalty mainly by improving entire service capabilities and after-sales support;
2. A low-cost marketing channel: to reduce the overall cost of sales by contacting the customers frequently and precise marketing plans;
3. An efficient channel of maintaining customers: to insight the customers’ life cycle and find the customers’ potential needs by communicating with the consumers and collecting the consuming information; to maintain the customers efficiently according to customers maintenance strategies.
4. An important channel of collecting information: to provide a reliable basis for decision-makings by collecting the contacting information of the customers and analyzing the valuable information.

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

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