2006中国最佳呼叫中心:TCL电脑科技（深圳）有限公司

客户世界|CNCCA|2006-09-14

2006中国最佳呼叫中心:TCL电脑科技（深圳）有限公司

TCL Customer Service Center

所处行业：IT
所在城市：深圳
建立时间：1998年5月22日
人员数量：100
座席数量：70
服务时间：9:00-21:00
客服号码：4008888365

凭借呼叫系统的经济性和便捷灵活性，TCL客户服务中心正逐渐从最初简单的咨询和投诉处理部门发展成为一个全面客户服务管理的实施平台，成为一个有效涵盖到产品售前、售中、售后等生产、经营管理全过程的客户信息调度交流中心。

作为客户与企业间的统一接口，TCL客户服务中心正渐渐掌控所有关联渠道的大量数据，并以数据为基础的监控考核部门。以呼叫中心为龙头的客户服务系统充分利用呼叫中心对渠道服务过程的全面监控，通过广泛整合企业客户信息资源，深入挖掘客户信息资源潜能，以满足客户个性化需求的高水准高质量客户服务巩固客户对企业、产品和品牌的忠诚度，高效准确协助企业开发客户价值，创造更多利润，进一步推进客户服务价值得以升华。

 客户交互中心通过集中式、扁平化的科学管理有效避免层级管理带来的信息衰减，凭借更为简洁高效、专业统一的管理标准，为地域分布广泛、数量众多的客户群提供专业一致的服务；

 通过对因传统架构分割造成的孤立信息进行有效的整合，有效改善服务流程与品质，通过满足客户个性化差异需求，全面提升客户满意度；

 作为企业与客户交流的主要方式与“统一对外联系窗口”，依靠优质高水准的售前、售中和售后服务吸引和巩固客户忠诚度，凭借企业与客户间的良性互动，成为企业提升市场竞争的有力武器。

Brief Introduction of the Winning Units

Relying on the ringing system the efficiency and the convenient flexibility, the TCL customer service center gradually develops into a comprehensive customer service management implementation platform from at first the simple consultation and the suit processing department, becomes effectively to cover to the pre-sale, sells, post-sale and so on the production, the management manages the entire process the customer information dispatch exchange center.

As unified adapter between clients and businesses, the customer service centers are gradually TCL all associated control channel large amounts of data and data-based assessment of the monitoring departments. Call-center as the leading customer service call center system to take full advantage of the comprehensive process of monitoring service channels through extensive corporate customers integrate information resources in depth the potential customer information resources to meet the needs of in pidual clients to the highest standards of quality customer service business customers, products and brand loyalty. help develop efficient and accurate customer value and create more profits, further promote the value of customer service sublimation.

 Through centralized client world, the flat level of scientific management and effective management of information to avoid attenuation, with more concise efficient and professional management of a unified standard for wide geographical distribution, a large number of the same customer base, to provide professional services;

 Saturat-ing responses of the isolation caused by the traditional structure of segmentation for effective integration of information, and effectively improve service delivery and quality, to meet the different needs of in pidual customers, enhance customer satisfaction;

 Exchanges between enterprises and their customers as the main form of "reunification outreach window" on the pre-sale high standards of quality, sales and after-sales service and attract loyal customers, enterprises rely on the benign interaction with the customers, to enhance the market competitiveness has become a powerful weapon.

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)

2006年9月

责编：admin

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