2006中国最佳呼叫中心:微软（中国）有限公司呼叫中心

Microsoft

所处行业：IT
所在城市：北京
建立时间：1992年
人员数量：100
座席数量：100
服务时间：5*8

微软公司成立几十年来，一直致力于为全世界用户创造新的机遇、价值和体验。微软自1992年在北京设立第一个代表处以来，历经十多年的发展，规模不断壮大,其业务覆盖全国。为了更好地开展其国内业务，微软（中国）有限公司成立了以电话销售业务为主的呼叫中心，主要进行B2B的业务销售模式。

为了适应业务的需要，呼叫中心已不断开发和完善了适合其业务特点的运营管理体系，如招聘体系，培训体系，报表分析体系，质量监控体系等8大体系管理模块。随着业务的不断发展，规模的不断扩大，呼叫中心的业务和管理两大流程也在得以不断优化。销售人员采用了全新的销售模式和方法，销售技能和业绩节节攀升。而且在呼叫中心刚刚经历了从上海、广州到北京由分布式到集中式的全过程。在整合过程中，不仅保持了业务的平稳过度，人员合理安置，而且呼叫中心的各项运营管理指标均保持了持续上涨的强劲态势，为将软件事业在中国的蓬勃发展不断贡献力量！

Brief Introduction of the Winning Units

Founded in 1975, Microsoft has been a leader in the wave of innovation that has created so much new opportunity, convenience, and value over the past three decades. Microsoft set up its first representative office in Beijing in 1992 and established Microsoft (China) Company Limited in 1995. For better support its business in China, Microsoft China build up call center to sell its product over the phone. With over 100 outstanding telesales in Microsoft Call center, Microsoft call center is running B2B model and operation during 5*8.

To support new businesses requirements, call center is developing and fine tune, its management systems like recruiting, training, analyst reporting, monitoring and other total 8 management systems. With uprising its business and scale, call center also improve its business and management processes. By leverage new sales tools and methodologies, telesales improved their selling skills and performance. Call center just finished its consolidation from original distributed telesales team in Shanghai, Guangzhou and Beijing into centralized call center in Beijing. During the transition period, call center relocate stuff to Beijing and kept static operation. All center operational indexes are in strong increase trend and contribute to the business to Microsoft China.

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