2009中国最佳呼叫中心入围、获奖企业：交通银行客户服务中心

2009/10/15

交通银行股份有限公司
交通银行客户服务中心

　　交通银行客户服务中心总部位于上海，在武汉、北京、广州设有分中心，总面积在1.3万平米以上，座席规模近700席。以集中式多点设置为运营模式，通过自助语音、电子邮件、电话人工座席、网络WEBCHAT以及视音频交互等多媒体联络渠道，为客户提供7*24小时中英文双语服务，并在2008年奥运期间提供了多语种服务，是交通银行面向全球客户的综合性、全方位的现代化金融服务中心，更是先进的产品营销渠道和客户关系管理中心。

　　 交通银行客户服务中心凭借创新的理念、先进的技术、精细化的管理和全面质量监控，在客户服务的标准化和差异化上不断突破，建立了7级客户分类服务模式，为各级客户提供符合其需求的个性化服务产品，尤其以业内首创的视频服务为高端客户提供专享联络渠道，提升客服中心的服务附加值；以内容丰富的知识库体系和电子化的工单流转系统，打造了全行共享的信息传递平台，确保客户得到一致的服务体验；通过实施集产品营销、个贷催收、市场调查、信息提醒于一体的电话外呼项目，进一步体现了95559客服中心的服务价值；运用CCCS呼叫中心标准质量体系，以模型化、数字化的分析手段，建立并完善所有关键环节的标准规范，使客服中心持续在各驱动因素上不断改进，形成了多维度、全覆盖的客户服务体系，最终实现客户满意、员工发展和运营完善等各方面绩效的全方位提升。

　　中心连续4年获得了“最佳企业自建型呼叫中心”称号；在“首届中国金融业呼叫中心评选”活动中，获得了“金融业最佳客户服务中心”的称号。交行客服中心将秉承人本化服务管理、专业化服务品牌这一核心价值观，在成为业内一流的多场点跨域管理并以提供财富管理和更优金融方案为特色的综合性呼叫中心这一发展目标上不懈探索和前行。

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.