2007中国最佳呼叫中心：上海永达（集团）股份有限公司客户服务中心

Yongda Customer Service Center

所处行业：汽车
所在城市：上海
建立时间：2001年2月
客服号码：96818

获奖介绍：

永达客户服务中心96818是永达对外服务的窗口，整合永达所有汽车产业链，接受客户各类汽车方面的咨询。现今96818呼叫中心已具备“客户服务的窗口、业务增量的渠道、客户投诉的途径、企业交流的平台和领导决策的依据”五大功能。

永达客户服务中心成立于2001年2月16日，秉承永达“客户至上、诚信不渝”的服务宗旨，一切从客户满意出发，构建起遍布全市的学车、买车、卖车、租车、修车、验车等多位一体的服务体系，力争以最快的速度、最高的效率随时满足客户的需要，实践永达对广大客户的“关怀”承诺。2005年8月18日永达率先在汽车服务行业中，开创了首个5位客户服务短号码“汽车服务万事通96818”；2006年8月18日，“短信服务万事通01216”继而成为96818之后又一亮点，从此打开了短信营销的新篇章；同年，GPS定位抢修的推出成为永达96818电话营销和01216短信营销的延伸和拓展，进一步提高汽车抢修服务的满意度；今年，在线客服即将推出，这又将成为服务客户的又一渠道。

Brief Introduction of the Winning Units:

Yongda customer service center “96818” is a service interface towards public. It undertook consultation service which combined all of the information of Yongda integrated industry chain. This functional interface stand for five concepts about “customer service”, “operating account”, “customer complaint”, “enterprise communication” and “strategic decision making”.

Yongda customer service center was established on 2001, FEB.16. The service objective which announced as “Customer is supreme, credibility is absolutely” was inherited from the very beginning when Yongda established. Yongda built an integrated service system of “learning, buying, selling, renting, repairing, inspecting of vehicles” based on the original objective of customer satisfaction. It achieved the goal of “customer-care” which promised customers for taking the fastest speed and highest effect to satisfy them at any time any where. It initiated the first Customer Service Number “96818” in 5 digits around automobile industry on 2005, Aug.18. And the second particular Customer Service Number “01216” for Short Massage Service (SMS) was initiated one year later. These creative processes displayed the new means of “SMS” and “call center” sales, and increases the satisfactory degree of customer, especially after the “GPS track aids” was added in this system. Yongda will continue to complete this system with “Service Online” this year.

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)

2007年9月

责编：admin