2008中国最佳呼叫中心：中国网通（集团）有限公司吉林省分公司客户服务中心

China Netcom (Group) Co., Ltd Jilin Province Branch Customer Service Center

所处行业：通信
所在城市：长春
建立时间：2004年
人员数量：260
座席数量：320
客服号码：10060
网址：www.jl.cnc.cn

获奖介绍：

吉林网通客户服务中心目前拥有全省集中的系统平台，拥有先进系统设备和技术支撑，为全省700万网通用户提供全天候24小时不间断服务，服务范围涉及业务咨询、业务受理、技术支撑、故障申告、投诉受理等。2004年组建至今，客服中心以其先进的管理理念、热情周到的服务赢得了广大客户的信赖，多次获得全国和省市的各种殊荣。

凭借全省集中、统一的平台优势，吉林省客服中心正在努力实现从成本中心向利润中心的转变。以客户需要为中心，提高在线受理能力，让客户轻松享受网通服务，全力打造一流商务客服中心。同时，积极开展座席外包、在线营销、先后与政府和企事业单位合作建立了12316新农村热线、12366税务热线，12300公共卫生公益热线等，增加经济收益与社会效益。

吉林网通客户服务中心在员工的管理上注重人本管理，为员工营造亲情化的家庭氛围，增加了员工稳定性；在人才的选拔与培育上，以不拘一格的方式，培养了一批优秀的客户服务代表，成为全体员工楷模。

Brief introduction of the Winning Units:

Jilin Netcom Customer Service Center possesses a centralized system platform for the whole province and advanced system devices and technical support and provides uninterrupted service to the 7 million customers province-wide 24 hours a day. The scope of service includes service consultation, service acceptance, technical support, failure statement and complaint acceptance, etc. Since 2004 when it is established, the Center, with its advanced management concept and heatedly, considerate service, has won the reliance of customers and gained unusual glories in the city, the province and the country many times.

On the strength of the advantage of centralized, unified platform in the whole province, the Center is trying to change into profit center from cost center. Focusing on the customers’ demands, the center is making an effort to improve the online acceptance ability to allow the customers to enjoy easily the Netcom service and to create with all the strength a first-rate commercial customer service center. In addition, outside contracting of seats and online marking are launched actively. Cooperation has been achieved with the government and enterprises or institutions successively, having set up 12316 (New Rural District Hot Line), 12366 (Taxation Service Hot Line) and 12320 (Public Health Welfare Hot Line), which increases both economic and social benefits.

With respect to management of employees, the Center attaches importance to human and creates a family-like atmosphere for employees, which has enhanced and stability of employees. Regarding selection and training of qualified personnel, a number of excellent customer service representatives have been trained without sticking to one pattern, who have become the models for the entire personnel.

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