2006中国最佳呼叫中心:艺龙旅行网客户关怀部

Customer Care Center, eLong Inc

所处行业：旅游
所在城市：北京
建立时间：1999年5月
人员数量：148
座席数量：148
服务时间：7*24
客服号码：8008101010，65881555，4008101010

E龙旅行网是Expedia在亚太地区的唯一伙伴，我们通过多资源、多渠道的市场整合，将自身已有的国内旅游服务网络与Expedia丰富的海外旅游资源、先进的服务理念及服务技术紧密结合，为会员提供高品质的出行服务，通过自主、自决、自由的旅行体验，丰富人们的生活！

E龙旅行网客户关怀部在此基础上致力完善客户关怀服务的体系，经过几年的摸索与努力，e龙客户关怀中心成功实施“客户关怀计划”并取得了客户的一致好评！

客户关怀部作为公司的重要利润中心，担负着公司近1/3的业绩指标！我们独创了以电话销售、客户维护、客户服务三位一体闭环的客户跟踪服务模式，为1/3的业绩目标奠定了基础。今年艺龙又在国内首度推出“360度全景酒店”以真实的提高客户的感受！此项产品的推出，增强了客户对预订酒店的感受，缩短了客户与酒店之间的距离。

Brief Introduction of the Winning Units

eLong Inc is Expedia’s sole strategic partner in Asia Pacific region, their aim to enrich people’s life through the independence of travel by integrating our existing travel network with Expedia’s international resources, advanced service philosophy and IT technology. eLong currently has about 2,200 staffs servicing Chinese travelers.

More than ever, eLong’s success depends on their customers. It believe new customer acquisition drives its business up, and old customer retention reduces our cost. Based on this belief, eLong’s Customer Care Center has creatively designed and implemented the company’s first ever customer care system that effectively integrated the pre-sale, in-the-sale and post-sale functions in a call center environment, and was hence awarded “China’s Best Call Center” by the Ministry of Information Industry, P. R. China in 2005.
More than ever, it cares its customers, and it knows exactly how to bring more value to them. Its next step is very clear, to build China’s best and strongest customer care platform, a system that is highly scalable, cost saving and experience enhancing.

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