2007中国最佳呼叫中心管理人：戚峰

戚峰：国泰君安证券股份有限公司客户服务中心经理

获奖介绍：

1997年进入国泰君安证券，2004起任国泰君安证券客户服务中心经理，现任国泰君安证券客户服务中心客户服务总监。在其负责国泰君安客户服务中心期间，国泰君安客户服务中心获得过多项荣誉。在持续为企业维系良好的客户关系、提升客户满意度的同时，2006年结合中国证券行业业务发展的现状、呼叫中心在证券业的应用特点、本企业的业务组织架构，首次在证券业设计并实施了以“一号全网、资源集中调度、呼入服务统一管理、营销呼出分散实施、属地接入与集中接入相结合、本地化服务与集中服务相依托”为特色的全网呼叫中心体系，有效实现了“服务资源统一、客户信息共享、服务标准一致、系统建设集约”等业务目标，目前该模式已成为其它证券公司考察的主要模式之一。同时制订并实施了以手机短信为主要载体的大规模、产品化的主动资讯推送服务，经过对产品、策略等不断优化，目标客户得以大幅攀升，目前其推送目标客户已突破100万。

Brief Introduction of the Winning Units:

In 1997, he entered Guotai Junan Securities Co.,Ltd. In 2004, Mr Qi was as the manager of call center of Guotai Junan Securities Co.,Ltd. And now, he is the chief director. During the period which he was responsible, the call center of Guotai Junan Securities has won several hornor. At the time of maintaining the good relationship between customer and organization as well as improving the customer satisfaction, aligning with the state of the securities of China, the features of call center applied in securities industry and the structure of business organization, Guotai Junan Securities Co.,Ltd implemented the system of all internet-based call center, which featured as “all resources are distributed concentratly, and inbound service are managed for convergence, outbound marketing are done separately, local service and centralized service are combined together. By doing this, it successfully reaches the aim that service resources are unified, customer information shared and service standard together and system construction economic” Till now, this mode has become one of the main methods for other Securities to observe. Meanwhile, it has carried out the service which is large-scale and productive and initiative as well as based on phone message. And after long time of optimization for product and strategy, the number of target customer is increasing obviously, and has already reached up to 1,000,000.

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

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