2008中国最佳呼叫中心管理人:秦扬

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客户世界||2008-10-13

秦扬:东软呼叫中心总经理

获奖介绍:

东软呼叫中心总经理,先后担任东软集团全网网络管理、IT部部长、呼叫中心部长等职。于2003年起全面负责东软呼叫中心的团队建设、运营管理、系统规划等业务。曾获得COPC(“顾客运营绩效中心”)等多项认证,并获得“CTI论坛”客户关系管理学院颁发的首席行业顾问、专家委员会成员、中国最佳呼叫中心管理人等荣誉。

她引入国际管理标准,从招聘筛选到独立上线,从服务监控到QA 评判都遵循各个项目的服务基准。她与员工一起分析业务数据,亲自参与培训、设计报表、建立考评监听机制。使得各项业务的KPI 指标均达到或超过客户要求,频频赢得客户的信任和赞叹。在她的带领下,2008年东软呼叫中心的服务深度和广度继续扩大。成功地为奥运会提供了英语呼叫中心服务,并获得了“运行保障突出贡献单位”荣誉称号,她本人也应邀出任“呼叫中心运行专家”。

目前,东软呼叫中心提供中、日、英、韩等多语种服务,而且服务范围不断增加,涵盖客户服务、技术支持、helpdesk、应用服务支持等多个层面;业务线从1条发展到现在的十几条,成为东软BPO服务的核心业务,也是东软离岸服务外包业务中的又一个“亮点”。

Brief Introduction of the Winning Units:

Ms. Qin Yang, the general manager of Neusoft call center, has been the network administrator of Neusoft Group, the IT manager, and call center manager successively. In 2003, she took charge of Neusoft call center, responsible for its team building, operation management and system design, etc. She received several certifications, especially in COPC (Customer Operations Performance Center) and has been honored as one of the chief business consultants and member of specialist committee by CTI forum & CRM institute. Last year, she was awarded the best call center manager of China.

She introduced the international management standard, supervised all the processes, — from candidates selection to independent going live qualification testing, from service monitoring to QA assessment, following the SLA of each project. She personally analyzed the operation data together with her team members, took part in training, report designing, and QA assessment. All the projects had achieved or excelled the customers’ KPI targets, and won their trust and praise. Through her leading, in 2008, Neusoft’s Call Center business expands continuously. Neusoft call center was awarded as an ‘outstanding contribution’ Unit on operation support for the successful English spectators call center service of Beijing 2008 Olympic Games. She was also invited to be one of the CAL operation specialists.

Nowadays, Neusoft call center provides multi-language service including Chinese, Japanese, English and Korean. The service scope expands fast and covers several levels, includes customer service, technical support, helpdesk, and application support, etc. The business lines have increasingly developed from one to tens. It has become the core business of Neusoft BPO and also a shining star of Neusoft offshore outsourcing business.

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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