2008中国最佳呼叫中心：中信银行信用卡中心客户服务中心

客户世界|CNCCA |2008-10-11

2008中国最佳呼叫中心：中信银行信用卡中心客户服务中心

Customer Contact Center of China Citic Bank Credit Card Center

所处行业：金融
人员数量：770
所在城市：深圳 
座席数量：534
建立时间：2003年 
客服号码：4008895558
网址：http://bank.ecitic.com

获奖介绍：

中信银行信用卡客户服务中心坚持“以客户为中心”的运营管理理念，不断关注客户用卡体验，持续改善服务细节，从多方面加强客户接触点的服务品质管理。通过不断优化和完善普卡、金卡、白金卡分层服务体系，确保以专业团队、专业平台打造专业服务；通过整合电话、短信、电子邮件、网上互动客户中心等渠道，提高科技替代率，为客户提供完整的一站式资源平台。中信银行信用卡客户服务中心还开创了全新的客户经营模式，通过大力开展呼入转营销项目、银保合作项目、客户挽留和客户关怀等项目，使客户服务中心由一个传统的成本中心逐渐迈向盈利中心。

中信银行信用卡客户服务中心倡导“用心超越期望，服务创造价值”的部门文化，通过构建积极向上的部门文化，努力创造和保持一个高绩效的工作环境。

中信银行信用卡客户服务中心凭借其在服务定位、策略管理、运营模式以及人员管理等诸多方面的优势，连续多次获得国内外最佳呼叫中心奖项。

Brief Introduction of the Winning Units:

The Customer Contact Centre of China Citic Bank Credit Card Centre was keep on improving our service by constant concern on customer practicing, and then strengthen the management of our in-call service quality. Through continuous optimization and improvement of the three-tiered service system on our classic card, Gold card and Platinum Card, to create professional services with the professional teams and a professional platform; through the integration of telephones, text messages, e-mail, online customer interaction centers, and other channels, to enhance science and technology replacement rate and to provide customers with complete one-stop resource platform.. Still, we originated a new customer operation model, a model focusing on carrying out some new projects, such as transferring incoming calls into marketing, bank-inssurance co-operation, customer care and retention, etc., to transfer the customer contact center from a traditional cost center into a profit one.

We strive for seeking “Deliver service beyond expectation and savor value upon creation” as our department culture, thus to create and maintain a high-performance work environment.

The Customer Contact Centre of China Citic Bank Credit Card Centre has been awarded many times as the best call center in a row at home and abroad, by virtue of its advantages in location services, management strategy, business model, as well as personnel management.

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

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