2007中国最佳全国性呼叫中心管理团队：中外运敦豪客户服务中心

DHL-Sinotrans and Customer Service

所处行业：物流
所在城市：北京、上海、广州
建立时间：1997年
人员数量：493
座席数量：493
客服号码：800-810-8000

获奖介绍：

DHL是全球快递、物流业的领导者，致力于通过整合的渠道提供富有创新，并能满足客户不同需求的解决方案。DHL的服务网络覆盖全球220多个国家和地区。

作为国际物流行业的领导者，DHL长期以来都以提升客户满意度为目标。中外运敦豪客户服务中心作为公司窗口部门，不断追求卓越的客户服务品质，从而为客户创造更多价值。凭借其客户服务中心蓬勃建设和高效的运营管理，无论在策略还是运营层面上，通过最佳实践方法在客服中心的实施实现客户对服务的满意度和对DHL品牌的信赖。

2005年中外运敦豪全面整合客户服务资源，在北京、上海和广州分别建立大型客户服务中心为全国客户提供服务。目前中外运敦豪客户服务部拥有前线座席493个，约700名专业客户服务人员每天为客户提供电话接听和快件查询的服务。中外运敦豪客户服务中心通过800-810-8000免费客户服务热线向客户提供多联络渠道、一站式、全天候和个性化服务，同时他们致力于不断追求业界最佳服务水平，创造最佳客户服务体验、提升客户满意度。

Brief Introduction of the Winning Units:

DHL is the global market leader of the international express and logistics industry, specializing in providing innovative and customized solutions from integrated sources. DHL's international network links more than 220 countries and territories worldwide.

As the market leader of global logistics, DHL aims at improving customer satisfaction. And as the key frontline department, DHL Sinotrans Customer Service Centers keep striving for excellent service quality, and creating more business value for customers. DHL-Sinotrans demonstrates that its customer service center has in place the best-in-class practices at the strategic and operational levels as well as ensuring customer satisfaction and building trust in the DHL brand.

DHL centralized the customer service function in 2005. There are three large size customer service centers have been set up in Beijing, Shanghai and Guangzhou, serving all DHL customers in China. Nowadays, there are 493 frontline physical agents, 700 customer service staff nearly at the moment provide inbound and tracking traces service via 800-810-8000 toll free hotline everyday. Besides providing customers multi-channel contact, one stop, 24x7 and personalized service, DHL Sinotrans Customer Service Centers strive for best in class service level, improving customer satisfaction by creating excellent customer service experience.

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