广州诚伯信息有限公司
成立于1997年的广州诚伯信息有限公司，是国内较早从事专业外包式呼叫中心服务提供商之一。
首期投资的设备Avaya Definity G3Si，涵盖了呼叫中心所有功能：PBX、CTI、IVR、CMS，并配以SUN 小型机作为数据库（Oracle）及应用程序系统。为适应电子商务的需求，更选用多一台Sun 小型机作为与金融系统的连接门户（Gateway）。诚伯呼叫中心在初期不仅具备世界领先技术的整套呼叫中心设备，并实现了电话在线实时支付功能。
在诚伯呼叫中心后续发展的几年内，我们又不断在原有设备上进行多次扩容和升级，并增加了互联网呼叫中心功能（Internet Call Center）、全程录音设备等。在2001年，伴随诚伯佛山呼叫中心的投入使用，由于采用了现今世界上最先进的智能路由选择(Best Service Routing)功能，不仅使整个呼叫中心的处理能力几乎提高了一倍，更重要的是广州、佛山呼叫中心的互联使诚伯呼叫中心在性能上更安全、更可靠、更稳定。
凭借诚伯公司的技术和设备实力，我们全方位为社会各行业提供专业呼叫中心解决方案包括：服务外包，系统集成以及顾问咨询。
我们的主要客户包括：广东移动通信有限责任公司广州分公司、佛山分公司、顺德分公司、韶关分公司、清远分公司；世纪龙信息网络（21CN）有限责任公司；广东省广电集团；广州电力工业局；广东省银行卡网络服务中心；中国银行广州市分行；广州市思万得科贸公司；广东从兴公司；香港柏克信息科技有限公司；广州电视台以及南方日报、新快报等各大报业集团。
在未来，诚伯公司将本着“最大满足客户需要”的宗旨，不断提高服务和技术能力，力保在呼叫中心领域的领先地位。
Channelbeyond Customer Care Co., LTD is the first established call center system integration and service provider in China.
We introduce the world-class call center technologies from Lucent Technologies. We are holding the new concept of customer care. We never stop our pace on researching and developing, and obtain a qualification as a Lucent Technologies' ISV.
Our experienced staffs, hand-in-hand working in the fields of developing, service managing, marketing, as well as our well-trained operators, dedicate to offering help for our clients from all businesses, and organizations, who need to establish their call centers, handle a quantity of inbound and outbound calls, and transmit information.
With our specialized facilities, excellent human resources, valuable expertise, and innovative and serious working spirit, we put our whole hearts both in our business and your business.
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袁梦 |
计算机硕士，1987毕业于武汉华中科技大学后在广州中山大学计算机系任教，曾担任计算机系应用专业党支部书记兼教研室副主任。1993年调往中国南方航空公司国际业务处负责国际市场数据自动化应用工作。1997年前往美国进修。1998年任广州诚伯信息有限公司总经理至今，经历了诚伯呼叫中心的建设、完善及发展的全过程，在此期间领导并参与了包括银行支付网关、银联票务、全球通秘书服务、21CN网上在线客户服务和BSR等大型项目的开发和运营。领导诚伯呼叫中心从零开始到现在近800名客户服务代表、250个座席、日处理电话量约13万次。其丰富的呼叫中心的运营、管理和和市场拓展经验，使其对中国呼叫中心的应用和发展有着深刻的认识。
Michelle Yuan: General Manager, Channelbeyond Customer Care Co. Ltd.
After received Master degree of Computer Science at Wuhan Huazhong Science and Technology University in 1987, Mrs. Michelle Yuan became an instructor of the Computer Science Department in Zhongshan (Sun Yat-Sen) University. During this period, she acted as the Secretary to the Application Branch of the Department of the Chinese Communist Party, and at the same time the deputy director to the Branch. At the end of 1997, Mrs. Yuan was dispatched to The International Business Department of China Southern Airlines, taking in charge of the Auto Data Application to the International Market. In 1997, she went to United States to attend an advanced course. In 1998, She came back to China and was appointed as the General Manager of Channelbeyond Customer Care Co. Ltd. During these years, Mrs. Michelle Yuan led her colleagues to go through the process to establish, develop and manage a call center. She also participated in many large projects, including Bank V-Pos gateway, Bank-union ticketing, Secretarial Service in Chinese (which is a value-added service offered by GMCC), 21CN Internet call center and BSR etc. Now Channelbeyond’s call center has 250 seats, almost 800 agents, handling nearly 130,000 inbound calls per days. From the first beginning Channelbeyond was founded to now, Mrs. Yuan acquired fluent experiences how to manage and operate a call center. She has very specific opinion to the application and development of call center in China.
报告题目：如何经营外包式呼叫中心
Title: How to manage an outsourcing call center
报告提纲：
Outline:
呼叫中心的社会形态
The Social Configuration of Call Center
专业外包式呼叫中心
A Professional Outsourcing Call Center
外包式呼叫中心的优势
The Advantages of an Outsourcing Call Center
经营外包式呼叫中心的成功关键
The Key to Successfully Operate an Outsourcing Call Center
外包式呼叫中心的利润空间
The Profit to Operate an Outsourcing Call Center
外包式呼叫中心所面临的困难
The Difficulty to Operate an Outsourcing Call Center
外包式呼叫中心的前途
The Future of an Outsourcing Call Center