2009中国最佳呼叫中心入围、获奖企业：招商银行电话银行中心

2009/10/15

招商银行
招商银行电话银行中心

　　招商银行电话银行中心（以下简称中心）是招商银行全国大集中式的呼叫中心，为招商银行客户提供7X24小时的业务咨询、投诉受理及各种在线交易理财服务。经过近10年的建设和发展，已经从一个区域服务中心发展成为全国性服务中心，从一个以简单咨询服务为主的客户服务部门，逐步发展为一个集服务、交易、营销于一体的综合型客户联络中心。尤其是经过近几年的发展，在交易品种、营销业绩以及客户影响力等方面都取得了不俗的成绩，成为招商银行提供远程服务的主渠道。

　　 电话银行中心于1999年8月份开始试运行，2000年1月在深圳正式对外提供24小时服务，2004年5月份成为总行独立运作的部门，同时实现了全国业务的大统一。截至2009年8月，话务坐席位达2000个，员工人数近1700人。

　　 作为总行直属的对外服务、交易和营销部门，电话银行中心通过电话、网络等电子化手段为全国客户提供远程服务，开展业务交易和电话营销；逐步建成全行的“业务咨询中心”、“信息交流中心”、“交易与营销中心”及“客户关系管理中心”。

　　 电话银行中心自成立以来，始终恪守“服务、创新、稳健”的核心价值观，弘扬“挑战、自省、奉献”的招银精神，秉承“因您而变”、“因势而变”的经营理念，坚持效益、质量、规模协调发展的理念，为客户提供高效、优质的金融服务，在客户与金融同业中树立了良好的口碑。电话银行中心五度蝉联“中国最佳呼叫中心”，获评“中国行业最具影响力品牌”、“亚太最佳客户服务至尊金奖”等奖项。

China Merchants Bank Tele-banking Center(the center for short below) is a national large centralized call center of China Merchants Bank, which provides business consultation、complaint handling and all types of financial dealings over the phone 7*24 for all the customers. For nearly 10 years construction and development, it has developed from a regional service center to a national-wide one, and from a simple inquiry service department to a comprehensive customer contact center which is a blend of inquiry、dealing、and marketing. Especially through the developing in recent years, the center has made fabulous achievements in the aspects of transaction variety、marketing performance and the customer influence, which has become a major remote service media of China Merchants Bank.
The center began a test-run in August, 1999 and officially started to provide service 24-hour a day in January, 2000 in Shenzhen. In May, 2004, the center which has about 1700 staff and more than 2000 representative seats, became an independent department of the headquarters and realized business unification all over the country.

As a direct primary department under headquarters which provides inquiry、dealing and marketing, the center offers remote financial service、business transaction and telephone marketing for customers all over the country by electronic means like telephone and internet, etc. Gradually, the center has become to be “business inquiry center”、 “information communication center”、 “ dealing and marketing center” and “customer relationship management center” of the whole bank.

Since the center was set up, it always abided by the core value of “ service、creation and stability”, carried forward the CMB spirit of “ challenge 、self-examination and dedication”, took the management philosophy is “ change for you and change for the trend”, persisted to harmonious development of benefit、quality and scale’, and provided highly-efficient and high-quality financial service for the customers and earned a lot of public praise from customers and other banks. The center has won five straight “China Best Contact Center”, “the Most Influential Brand in the Industry” and “Asia Pacific Customer Service golden award of Excellence” etc.