2006中国最佳呼叫中心:佳能（中国）有限公司热线中心

Canon Call Center

所处行业：电子
所在城市：北京
建立时间：1994年
人员数量：55
座席数量：40
服务时间：5*12（DC组、打印机组）；2*8小时（周末）
客服号码：95177178

佳能中国热线中心通过全国开通的95177178特服号、先进的呼叫中心服务平台及优秀的运营团队，正在全方位为广大客户提供有关佳能消费类产品的售前产品信息咨询，售后技术服务，处理产品投诉等客服业务。

中心及时地给热线座席人员提供支持和产品培训，使她们不仅能掌握一定的技术知识，更重要的是使她们以优秀的服务态度，在客户服务方面能成为佳能中国的窗口，实现“感动客户”的目标，使公司成为对社会有贡献的企业。
中心平台是集数字语音技术、通讯技术、计算机网络技术、数据库技术和呼叫处理技术为一体多媒体综合技术支持的技术服务平台。它不仅能够处理95177178来电的应答呼叫、咨询和各种业务的受理服务，而且也可以通过E-mail等其他通讯渠道回复客户的提出问题和投诉等业务。

通过改善工作环境，数字化管理等措施，创造舒适的工作环境，公平公正的评价，佳能热线中心提高了座席人员的工作热情，改善了座席人员的服务态度和沟通技巧，进而提高了客户满意度。根据今年的某国际知名调查公司的同行业呼叫中心电话服务满意度匿名调查的结果中显示，佳能中国热线中心的服务有明显的进步，排名连续2次名列第一。佳能中国热线中心将作为佳能亚洲的典范，促进佳能“感动客户”全面的实现。

Brief Introduction of the Winning Units

Canon call center implemented advanced platform of call center and nation-wide opened special phone number, 95177178, which support mobile phone. There is a excellent team to run the call center. As a window of Canon China, call center serve customers with all kinds of support like product information, how to operate product, technical support and claim handling.

By timely product training and online support, each operators mastery technical knowledge for product. Together with the knowledge base and the most important issue, excellent attitude and communication skill, each operator support customer for all kinds of canon product. As a window of Canon China, They are working with their best to serve customers to achieve Canon Canon’s logo, Delighting You Always, which will help to make Canon China a contributive company to the society.

The advanced platform supports calls from customer as well as from E-mail and other channel to serve customer for product inquiries and claims.

Call center are working on to keep the motivate by all kinds of way, like improving the working environment, digitalize the performance evaluation to make it fair and open. They focus on more for the improvement for attitude and communication skill, which had brought big progress for customer satisfaction. According to the survey result of an international famous survey company, Canon China achieved No.1 in all two successive recent surveys for the customer satisfaction in the industry.

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