2008中国最佳呼叫中心：中国电信股份有限公司上海号百信息服务分公司呼叫中心

客户世界|CNCCA |2008-10-11

2008中国最佳呼叫中心：中国电信股份有限公司上海号百信息服务分公司呼叫中心

Shanghai Best Tone Information Service Branch China Telecom Corporation Limited

所处行业：通讯
人员数量：902
所在城市：上海 
座席数量：767
客服号码：021-114/021-118114/021-160
网址：www.114sh.com.cn

获奖介绍：

中国电信上海公司号百信息服务分公司呼叫中心是以向全国用户提供7*24小时的上海114查号服务为主，辅助各类号百专席业务，如：“号百商城”、“美食导航”、“名医导航”、“订送文艺票”、“E家助理”、“企业总机”等增值服务，所形成的综合信息平台，以满足用户个性化的服务需求。

秉着“将号码百事通打造成国内最大的动态生活信息数据库，成为本地区生活信息咨询呼叫平台和全国一流的，深受广大人民群众欢迎的语音搜索引擎”这一服务战略目标，号百呼叫中心通过打好“五张牌”的服务提升管理；实施“五项举措”的客户满意管理；采取“人文关怀”为手段的员工激励管理；运用精细化的流程控制管理；以及建立业务前后联动体系链的效率管理等多种管理特色，实现了机制创新、业务创新、管理创新、技术创新和文化创新。

因此，在号百人孜孜不倦地努力下，此次通过了2008年中国最佳呼叫中心“金耳唛”大奖组织委员会入户评审，荣获年度“中国最佳呼叫中心”的荣誉称号。

Brief Introduction of the Winning Units:

China Telecom’s Shanghai branch, a hundred information service call center is to provide users with the National 7 * 24-hour search, 114 Shanghai-based services, support, a hundred kinds of special seats, such as: "a hundred Mart" and "Food Navigation "," medical navigation "," set to send votes in literature and art "," E House assistant, "and" corporate switchboard "and other value-added services, the formation of an integrated information platform in order to meet user demand for personalized service.

Faith, "know all the numbers into a dynamic life of the nation’s largest database of information has become in the region live call Information and the National Platform of-the-art well received by the broad masses of the people to welcome the voice search engine" that the strategic goal of service, call center, a hundred Through playing the "five-card" to enhance the service management; implementation of the "five measures" customer satisfaction management; "humanistic concern" as a means of encouraging staff management; use of sophisticated process control management; and the establishment of a business before and after the linkage system The efficiency of the chain management and other management features to achieve a mechanism for innovation, business innovation, management innovation, technological innovation and cultural innovation

As a result, in a hundred people, move ahead, the 2008 China adopted the best call center "Golden Ear" mark-home assessment Awards Organizing Committee, received the annual "Best Chinese call centers," the honorary title.

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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