2009中國(guó)最佳呼叫中心入圍、獲獎(jiǎng)企業(yè)：交通銀行客戶服務(wù)中心

2009/10/15

交通銀行股份有限公司
交通銀行客戶服務(wù)中心

　　交通銀行客戶服務(wù)中心總部位于上海，在武漢、北京、廣州設(shè)有分中心，總面積在1.3萬(wàn)平米以上，座席規(guī)模近700席。以集中式多點(diǎn)設(shè)置為運(yùn)營(yíng)模式，通過(guò)自助語(yǔ)音、電子郵件、電話人工座席、網(wǎng)絡(luò)WEBCHAT以及視音頻交互等多媒體聯(lián)絡(luò)渠道，為客戶提供7*24小時(shí)中英文雙語(yǔ)服務(wù)，并在2008年奧運(yùn)期間提供了多語(yǔ)種服務(wù)，是交通銀行面向全球客戶的綜合性、全方位的現(xiàn)代化金融服務(wù)中心，更是先進(jìn)的產(chǎn)品營(yíng)銷渠道和客戶關(guān)系管理中心。

　　 交通銀行客戶服務(wù)中心憑借創(chuàng)新的理念、先進(jìn)的技術(shù)、精細(xì)化的管理和全面質(zhì)量監(jiān)控，在客戶服務(wù)的標(biāo)準(zhǔn)化和差異化上不斷突破，建立了7級(jí)客戶分類服務(wù)模式，為各級(jí)客戶提供符合其需求的個(gè)性化服務(wù)產(chǎn)品，尤其以業(yè)內(nèi)首創(chuàng)的視頻服務(wù)為高端客戶提供專享聯(lián)絡(luò)渠道，提升客服中心的服務(wù)附加值；以內(nèi)容豐富的知識(shí)庫(kù)體系和電子化的工單流轉(zhuǎn)系統(tǒng)，打造了全行共享的信息傳遞平臺(tái)，確�？蛻舻玫揭恢碌姆�務(wù)體驗(yàn)；通過(guò)實(shí)施集產(chǎn)品營(yíng)銷、個(gè)貸催收、市場(chǎng)調(diào)查、信息提醒于一體的電話外呼項(xiàng)目，進(jìn)一步體現(xiàn)了95559客服中心的服務(wù)價(jià)值；運(yùn)用CCCS呼叫中心標(biāo)準(zhǔn)質(zhì)量體系，以模型化、數(shù)字化的分析手段，建立并完善所有關(guān)鍵環(huán)節(jié)的標(biāo)準(zhǔn)規(guī)范，使客服中心持續(xù)在各驅(qū)動(dòng)因素上不斷改進(jìn)，形成了多維度、全覆蓋的客戶服務(wù)體系，最終實(shí)現(xiàn)客戶滿意、員工發(fā)展和運(yùn)營(yíng)完善等各方面績(jī)效的全方位提升。

　　中心連續(xù)4年獲得了“最佳企業(yè)自建型呼叫中心”稱號(hào)；在“首屆中國(guó)金融業(yè)呼叫中心評(píng)選”活動(dòng)中，獲得了“金融業(yè)最佳客戶服務(wù)中心”的稱號(hào)。交行客服中心將秉承人本化服務(wù)管理、專業(yè)化服務(wù)品牌這一核心價(jià)值觀，在成為業(yè)內(nèi)一流的多場(chǎng)點(diǎn)跨域管理并以提供財(cái)富管理和更優(yōu)金融方案為特色的綜合性呼叫中心這一發(fā)展目標(biāo)上不懈探索和前行。

BOCOM Customer Service Center, with its headquarters in Shanghai and sub-centers in Wuhan, Beijing and Guangzhou, covers a total working area of over 13,000 square meters and now has a staff of about 700 agents. Featuring an operating model of collective management over distributed sites, the center is capable of offering round-the-clock bilingual service in both Chinese and English through its powerful multimedia communication channels, including IVR, email, manual service, online WEBCHAT and VOD interaction. During the 2008 Beijing Olympic Games, the center particularly satisfied worldwide customers in different languages. It has become an all-round modern financial service center of BOCOM oriented to serve the world, a management center of customer relationship, and also one that provides marketing channel for popular financial products.

BOCOM Customer Service Center, relying on innovative ideals, advanced technologies, all-sided system of management and comprehensive quality control, has made advancement by leaps and bounds in standardization and differentiation of its service. It has built 7 service models to specify individual financial products for various levels of customers. The new presenting VOD interaction for VIP customers creates an exclusive communication channel and adds up to the value of the center; it possesses enriched knowledge database system and electronic transferring system of customers’ feedback, an information platform which can be shared by the whole bank, to ensure consistent savor enjoyed by customers; it categorizes its outgoing project into product marketing, loan collection, market investigation and information notification which in turn further embody the value of 95559 customer service center; by means of modelized and digitalized analysis, it has set up and improved professional criteria according to CCCS call center standardized quality system, in which way the center advances itself at every critical factor, forms a multi-dimensional and all-covering service mechanism, so as to realize the final all-win achievement in sound operation, customer satisfaction and employee development.

BOCOM Customer Service Center was crowned as the Best Enterprise Self-founded Call Center in 4 consecutive years and was entitled the Best Financial Customer Service Center in the first session of appraisal for financial call centers in China. BOCOM Customer Service Center will firmly adhere to its core value of “humanized management and specialized service”, keeps exploring and improving itself with a goal to become a pioneer in this industry, which is managed collectively across distributed sites, featuring fortune management and refined finance proposal.