2008中国最佳呼叫中心：招商证券股分有限公司私人客户部客户中心

China Merchants Securities Co.,Limited

所处行业：金融
人员数量：102
所在城市：深圳
座席数量：80
建立时间：2000年 
客服号码：95565、4008888111、0755-26951111
网址：www.newone.com.cn

获奖介绍：

招商证券客服中心成立于2000年，是招商证券在国内证券业首家推出的多媒体客户服务中心。伴随着招商证券业务种类的丰富、经纪业务的迅猛发展，客服中心于2006年在证券行业内首个实现使用服务短号码（95565），集热线咨询、信息定制、自助服务、电话委托、投诉受理、语音留言服务六大功能于一身,构建成为一个全国性、集中式、智能化、面向全公司客户的综合性客户服务平台。

本中心在2007年成功导入ISO质量体系，确立了各项业务流程及操作规范，内部职责分工明确，岗位设置合理，服务流程持续优化，操作工序和内部风险得到有效而合理的控制，逐步形成了一整套行之有效的内部管理、培训、考核体系，全面实现“咨诉中心”“信息中心”“监控中心”的功能目标。

Brief Introduction of the Winning Units:

China Merchants Securities Call Center was established in 2000, became the first multi-media customer service center ever launched in China’s securities industry. Along with the expansion of business lines and the rapid development of broking business in China Merchants Securities, our Call Center became the pioneer in China’s securities industry in 2006 to adopt short service number (95565), which integrated the six functions of hotline consulting, customized information, self-service, telephonic commission, complaint acceptance and voice messaging services, forming a nationwide, centralized, intelligent and comprehensive customer service platform serving all customers of our company.

In 2007, our Call Center successfully implemented ISO quality system, established the workflows and operation guidance for various businesses with clear division of responsibilities, reasonable define of positions and continuous optimization of service workflows, conducted effective and reasonable control in operational workflows and internal risks, gradually formed a set of effective system of internal management, training and examination, and fully achieved the objective of functioning as the “consulting and complaining center”, "information center" and "monitoring center".

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