2007中国最佳呼叫中心管理人：王珺盈

王珺盈：DHL中国区客户服务总监

获奖介绍：

王珺盈女士充分理解并运用以计划与领导力、流程、人员和绩效管理为核心的客户服务管理框架，带领团队为客户提供领先于市场及行业的优质客户服务，不断提升客户满意度，以一流的客户服务捍卫了中外运敦豪公司的市场领导地位、为中外运敦豪公司整体战略规划的实施和业务发展目标的实现提供了有力支持。

中外运敦豪客服团队在王珺盈女士的带领下，自2004起连续三年中多次荣获DHL亚太区神秘客户服务调查的冠军，各项绩效成绩排名亚太区首位。由于团队卓越的运营表现以及在零缺陷、创造收入、电子商务推广的出色成绩，赢得了DHL内部亚太区优质客户服务奖。凭借其高效的运营管理，团队被行业评选为中国最佳呼叫中心和最佳客户服务代表大奖。

王珺盈女士在日常的客服中心管理工作中体现出其管理和创新特色，团队有着明确的愿景、使命和发展方向。她带领的客户联络中心注重服务质量管理、吸引保留人才, 团队的每个成员感受到工作的更多价值。在持续高质量达成各项服务KPI指标的同时，力争将客户联络中心转化为利润中心、将呼叫转化为电子商务，以支持更佳利润、效率提升并成本降低的需求。

Brief Introduction of the Winning Units:

Ms. Wang Junying has a full understanding to professional customer service management framework and applied the management framework into operational practice based on Planning & Leadership, People, Processes and Performance Measurements. She led team consistently provide best in class customer services that is aligned with corporate overall strategy planning and consistently offering strong support for long-term business growth.

Jointly with joint endeavours of whole team, DHL Customer Service Centre won the championship for consecutive three years. She successfully led CN contact centre to be the top performer throughout AP region and consistently achieving all KPIs. Her team were awarded Customer Service Excellence Awards – achievement in Zero Defect, Revenue Generation and eCom KPI. In call centre industry, as the leading express and logistic service provider, her team keeps winning three industry awards of “China Best Call Centre”, “China Best Customer Service Agent”.

Ms. Wang Junying created vision, mission and imperative for development values. In her innovative leadership, customer service centers delivered excellent results consistently as well as talents attraction, development and retention, this work in tandem that every team member feels valued of working in customer service centre. While hitting all KPIs consistently, her team aims at transforming contact centre to profit centre and calls diversion toward electronic channel. This is to well response to company strategy by productivity improvement, cost effectiveness and gaining higher profitability.

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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