2008中国最佳呼叫中心管理人:吕天贵

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客户世界|CNCCA |2008-10-13

吕天贵:中信银行信用卡中心客户服务部总经理

获奖介绍:

工商管理硕士、注册会计师(CPA)、国际注册内部审计师(CIA)。吕天贵先生1993年参加工作至今,拥有十多年的丰富金融从业经验。2003年加入中信银行信用卡中心,曾任中信银行信用卡中心营运部总经理,现任中信银行客户服务部总经理职位。

在呼叫中心内部管理中,吕天贵先生提倡以积极向上的部门文化,创造和保持一个高绩效的工作环境,提出“用心超越期望,服务创造价值”的部门文化。吕天贵先生始终倡导“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。在为客户提供多渠道服务方面,吕天贵先生所领导的客服中心进行了卓有成效的尝试。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。使客户在得到更好的用卡体验的同时,在相当程度上缓解了发卡量激增所带来的电话服务压力,并有效降低运营成本。

Brief introduction of the Winning Units:

Lv Tiangui, General Manager, Customer Contact Center,China CITIC Bank Credit Card Center。MBA,CPA, CIA。

Mr Lv Tiangui, ever since his first job in finance in 1993, has got more than ten years of experience in the field. He joined the China Citic Bank Credit Card Center in 2003. Mr Lv ,the former general manager of the operation department is now the head of  the customer contact center.

In order to create and maintain a high-performance work environment, during the the internal management of the contact center, Mr Lv promote positive service culture “Deliver service beyond expectation and savor value upon creation”. Mr Lv always advocates the management concept of “customer-oriented”. He and his team constantly concerns about the actual experience of customers, the improvement of every single details during the service-providing process so as to enhance the service quality during each touching point with the customer in many ways. In providing customers with multi-channel services, the customer contact center led by Mr Lv  has conducted fruitful attempts. Such as 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 a complete one-stop resource platform. By those measures, the team enables their customers to better use credit card, as well as ease
the proliferation of telephone services brought by the issuing volume and reduce operational costs to some extant.

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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