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”。
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.