2007中国最佳呼叫中心：中国电信杭州分公司客户服务中心

客户世界|CNCCA |2007-09-15

2007中国最佳呼叫中心：中国电信杭州分公司客户服务中心

The customer service center of China Telecom Hangzhou branch

所处行业：通信
所在城市：杭州
建立时间：2002年9月
人员数量：613
座席数量：455
客服号码：10000、10001

获奖介绍： 

中国电信杭州分公司客户服务中心成立于2002年9月，是浙江省内规模最大的呼叫中心之一。拥有2130路中继通道，1410路自动语音通道，186个人工服务座席、189个电话营销座席，通过人工、自助语音及网上服务的方式，为杭州本地网600多万客户提供7Ⅹ24小时全天候的服务。日均人工呼入量达25000。

“满意的客户造就卓越企业”，客服中心秉承中国电信“用户至上，用心服务”的服务理念，追求“企业价值与客户价值共同成长”的经营理念，倡导“用声音传递微笑”的服务境界。以精确管理，高效支撑，差异化服务不断提升客户的满意度和忠诚度。

客户服务中心通过科学的滚动补员机制，自动化的现场管理，扎实的培训跟进体制，完善的知识管理手段打造一流的客户团队，努力为客户提供一流的服务，实现一台清和首问责任制，日均接通率保持在90%以上，业务受理占比达50%以上，业务水平和服务亲和力在同城同行测评中名列前茅。随着客户服务中心模式由传统的呼入型服务向客户忠诚度提升体系的利润中心的转型，杭州电信10000号在主动呼出方面也跃上了新台阶，包含客户关怀、客户研究调查、客户回访、客户营销等内容，日电话呼出总量达12000件，呼出成功率超过40%，已成为电信增值业务推广的首要渠道，对电信企业的转型和业务拓展创收发挥了重要作用。

“满意的员工造就满意客户”，中心坚持人性化管理思路，实行了星级评定制、福利积分制、职位晋升制等激励手段努力实现员工价值，通过知心妈妈、经理信箱、例会机制构建畅通透明的沟通渠道，创办了休闲吧、图书馆、健身房、成教班增进了员工的向心力和归属感。　

于细微处见真情，在创新中求卓越，中国电信杭州分公司客户服务中心已经获得的多项荣誉面前继续向更高的目标超越。

Brief Introduction of the Winning Units:

The customer service center of China Telecom, Hangzhou branch was established in September 2002. It is one of the biggest call centers in the Zhejiang. It owns 2130 lines for passage of relay, 1410 lines for automatic service, 186 lines for manual service, 189 lines for marketing service.

It offers 7×24 hour service for about 6 million users in Hangzhou in the manner of manual service, self-service and net service. Average daily manual-call can reach 25000.

“Satisfactory customer service makes superb enterprise”, their center continues China Telecom philosophy “ the customer is the first and the service is from heart ”, seeks the philosophy of “enterprise value and customer value should grow together”, advocates the service manner of “there is a smile in your voice”. They continually enhance our customers’ satisfaction and loyalty by accurate management, high efficient support and persified service.

They are building first rate customer center by scientific human resource mechanism, automatic on site management, mature training system and technical management system. They are making efforts to offer superb service by carrying out strict first-last-responsibility system. Their daily get-though rate reaches 90% and their business accounts for 50% of total telecom business. Their service level and manner come out top among their Hangzhou counterparts. With the change from traditional call- in center to profit center by enhancing customers’ satisfaction, their center rises to a new level of marketing-call-out. It includes customer solicitude, customer investigation, customer return visit, customer marketing, and so on. The average daily marketing-call-out is 12000, the success rates reaches above 40%. It becomes the main channel of extending their value-added services and has played an important role in the transition and the development of their business.

“If you want to satisfy your customer, satisfy your employee first”, They put human-based management into practice, carry out the star-assessment system, welfare-score system and promotional system to encourage Their employee. Through Intimate-mama, Manager mailbox and daily meeting system, They build smooth communication channel with our employee. They set up rest bar, library, gymnasium and continuation school for their employee to enhance their sense of belongingness.

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)

2007年9月

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