2006中国最佳呼叫中心:中国工商银行电子银行中心

ICBC 95588 Customer Services Center

所处行业：银行
所在城市：北京
建立时间：2000年7月
人员数量：400余
座席数量：500
服务时间：7*24
客服号码：95588

中国工商银行95588客户服务中心成立于，历经了六年的建设与发展，目前已经拥有500个座席席位，400余名业务代表，日均电话呼入量超过15万通。作为国内领先的银行业呼叫中心之一，95588一直秉承“全心全意为客户服务”的宗旨，为客户打造多渠道、个性化、一站式的电话银行服务体系。

实现了小时的全天候服务，通过全国统一的客服号码，可为每一个工商银行客户提供集呼入、呼出、传真、EMAIL、网上客服等各种服务渠道为一体的全方位现代金融服务，服务范围涵盖：业务咨询、信息查询、客户投诉、账户挂失、业务操作、产品营销及客户关怀等各个方面，其准确、及时、优质的服务建立了极高的市场知名度和美誉度。

95588在提高客户服务水平的同时，也不断致力于自身运营管理水平的提升——率先引入数字化管理理念，通过创建绩效管理体系、加强现场监控、完善质控管理等一系列先进科学的管理手段，开创精细化管理新模式，在提升服务质量和客户满意度的同时，提高员工工作效率，降低运营成本，实现高水平的集约化运营，确立了工商银行客户服务水平的领先地位。同时也为中国银行业呼叫中心的运营管理模式和技术进行了深入的尝试和探讨。

95588将继续致力于为客户提供更加全面和优质的金融服务，携手中国呼叫中心业一起走向灿烂的明天！

Brief Introduction of the Winning Units

ICBC 95588 Customer Services Center has gone through six years of operation since inception in July, 2000. Center now has 500 call operators and 400 part-time business representatives handling over 150,000 calls in a day on average. Being one of the leading call centers amongst domestic banks, 95588 has long held the "Dedication to Customer" to deliver a multi-channel, personalized, one-stop Telephone Banking services for all.
95588, one single number across the country, is an all-inclusive modern banking services channel available 24 hours a day, 7 days a week for every ICBC customer to dial in-and-out, fax, email and use online customer services, encompassing areas in services consultancy, information enquiry, customer complaint, account loss report, service guide, product marketing and customer care. 95588 have gained great measure of market recognition and meritocracy owing very much to its accuracy, timely and quality services.

95588 work without respite on its own management while enhancing the line up of its customer services - first to introduce digital management. 95588 make goal of creating a model of sophisticated management through a suite of advanced measures such as new performance management system, enhanced on-site monitoring and complete quality management.  Through these, ICBC anchor its leading position by its.

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