2008中国最佳呼叫中心：中国移动通信集团浙江有限公司客户服务中心

the customer service center of China Mobile Group Zhejiang Limited Company Customer Service Center

所在行业：通信
成立时间：2002年10月
所在城市：杭州、绍兴
特服号码：10086、12580
座席数：2280
座席代表数：2950
服务时间：7*24小时
网址：www.zj.chinamobile.com

获奖介绍：

中国移动浙江公司客户服务中心所属10086和12580热线分布于浙江杭州、绍兴的两地三点，座席数超2000个，员工人数近3000人，服务客户数超3300万。其中10086日均人工接续能力超过45万次，日均自动处理量超过600万次，IVR自助占比超过93％。集中运营6年来，话务处理能力提升了近2.5倍，人工话务增长近1.5倍,实现了生产能力和生产效益的最大化。

中国移动浙江公司客户服务中心是中国移动通信集团电子渠道示范基地，已经荣获“全国青年文明号”、“创新示范班组”、“全国巾帼文明岗”等国家级或省级三十多项荣誉称号，并于2006年获得中国（企业自建型）最佳呼叫中心称号和亚太最佳呼叫中心提名。

Brief Introduction of the Winning Units:

The customer service center of China Mobile Group Zhejiang Limited Company Hot line 10086 and 12580 of China Mobile Group Zhejiang Limited Company distributed in two places and three sites which located in Hangzhou and Shaoxing of Zhejiang province. The call center owned by  a few seats over 2000,the number of employees nearly 3000,and service more than 33 millions customs. The hotline 10086 could handle more than 450 thousands calls per day, and process 6 millions calls automatically , reaching 93% of IVR ratio. during the six years of centralized operation, the capacity of telephone processing has raised nearly 2.5 times,and the number of manual telephone disposed increased nearly 1.5 times,which maximized the capacity and effectiveness of  the call center.

The customer service center of China Mobile Group Zhejiang Limited Company is the E-channels Model Base of China Mobile Group,which have winned more than 30 national or provincial-level honorary titles such as “Civilization of Chinese Youth” , “Innovation Exemplary Group”,and gaind the best call center(company building itself) of China and the Best call center of Asia-Pacific nominee in 2006.

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
呼叫中心能力成熟度模型CC-CMM标准委员会
亚太客服与呼叫中心联盟
客户世界机构(CCMWorld Group)

2008年10月

责编：admin