200中国最佳呼叫中心管理人：周红艳

周红艳：交通银行客户服务中心高级经理

获奖介绍：

1992年进入交通银行，2001年参与交通银行客户服务中心的筹建，多年从事客服中心的运营管理工作，其以稳健、细腻的管理风格，培育了交行客服中心独特的服务文化，培养了一支高素质的客户服务专业队伍，建设了交行的客服品牌形象。

2007年开始，她带领中心的业务骨干投入交通银行集中式客户服务中心的建设，扩大了总中心座席规模，实现集约化运营管理、多渠道服务、主动呼出营销等重大转变与创新，提高了服务效能，提升了95559服务品质。中心多次获得各类荣誉称号，2005－2008年连续四年获得“中国最佳呼叫中心”称号、2008年又获“金融业最佳客户服务中心” 荣誉称号。

Brief Introduction of the Winning Units:

Ms. Zhou entered Bank of Communications in 1992.She has been involved in planning and construction of the customer service center since 2001 and has been engaged in years of call center operations management. With her steady, delicate style of management, Ms. Zhou fostered the unique service culture of Bank of Communications call center, trained a high-quality customer　service professionals and created the service cultural brand.

From 2007, she led elites of call center, devoted herself to the construction of the call center centralized, realized such significant changes and innovations as the CSR scale expansion, intensive operation management, multi-channel services, outbound marketing, with which enhanced the  effectiveness of the services, improved the service quality of 95559. The call center of Bank of Communications gained many kinds of honorary titles. It was awarded the best Chinese call center for the fourth consecutive year in 2005-2008, and the best customer service center in financial industry in 2008.

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

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