“中国呼叫中心十年”产业发展杰出成就奖：孙茂华

孙茂华：携程旅游信息技术（上海）有限公司服务部服务运营副总裁

获奖介绍：

2000年加入携程，历任携程酒店预订部经理、酒店预订部总监、服务运营高级总监、服务运营副总裁。从筹建呼叫中心开始，一直负责携程呼叫中心的管理工作。在其领导下，呼叫中心已由最初的3名员工发展到现在的3300多名员工，业务也从单纯的酒店预订扩展到了机票预订、度假预订、商旅预定和客户服务，日均呼入量从无到有，一直到现在每天十几万通日均处理量。在长达8年的呼叫中心管理中，孙茂华女士身先士卒不断地推进了呼叫中心管理的变革，并成功地把国外先进的管理方法和工具应用到呼叫中心的管理中。在日常运营管理中，孙女士一直以追求完美的精神不断地追求服务品质的提升，以持续地学习实践再学习的精神推动呼叫中心的前进，通过改进和深化呼叫中心的管理，对现有的流程不断地改良、对质量监控体系进行调整、对客户建议进行挖掘和落实、对人员梯队进行的不懈培养，打造出了一支能够战斗并且不断学习的管理团队，同时也赢得了客户的信赖和追随。

Brief Introduction of the Winning Units:

She joined Ctrip in 2000. These roles include manager and director of hotel reservations, as well as senior director and VP of customer service. Ms. Sun became the leader of Ctrip’s call center since its establishment. Under her leadership, Ctrip’s call center was developed into one of the largest call centers in Asia, that processes over 100 thousand transactions every day. The number of call center employees grew from 3 in the early days to over 3000 currently. Today, the call center handles not only hotel reservations, but also air ticketing, packaged tour bookings, managed corporate travel bookings and disputes & complaints. Ms. Sun witnesses the development of call center industry in China over the past 8 years. During this period, Ms. Sun was personally involved in the daily operations and pioneered the reform of call center management by applying a number of advanced management tools and methodologies. Ms. Sun’s drive for perfection and continuous learning spirit propel the further development of Ctrip’s call center. Through continuous improvement of call center processes, modification of quality control, exploration and fulfilling of customer demand and employee training and development, Ms. Sun built a strong call center team, and most importantly helped Ctrip to achieve great customer satisfaction and loyalty.

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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