2009中国最佳呼叫中心入围、获奖企业：携程旅行网

2009/10/15

携程旅行网

　　携程创立于1999年，总部设在中国上海，服务网络覆盖国内50多个城市。作为中国领先的综合性旅行服务公司，携程旅行网成功整合了高科技产业与传统旅行业，向超过2500万注册会员提供集酒店预订、机票预订、度假预订、商旅管理、特约商户及旅游资讯在内的全方位旅行服务，被誉为互联网和传统旅行业无缝结合的典范。

　　作为携程核心业务的携程呼叫中心，是中国第一家大规模的全天候、全年无休的旅游服务中心，超过4000个坐席、5000位服务人员随时为国内外商旅、休闲客户提供一站式预订服务与增值服务。随着08年底南通呼叫中心的正式启动，携程呼叫中心在2010年还将新建10000个坐席。

　　 先进的管理和控制体系是携程旅行网的核心优势之一，携程将服务过程分割成多个环节，以细节的指标控制不同环节，并建立了一套测评体系。呼叫中心凭借服务2.0的利器，通过平衡计分卡、313个质量缺陷指标、部门KPI分析等高科技和科学的管理，同时还将制造业的质量管理方法——六西格玛体系成功运用在旅行服务业，在保证携程服务稳定精密的前提下，不断地挖掘、研究客户体验。依靠这些先进的服务和管理系统，为会员提供更便捷和高效的服务。

　　 携程呼叫中心5000名员工，始终秉承着以客户为中心的理念，坚信细节铸就品牌，服务创造精彩，以专业和热情的服务迎接着每一位国内外客户。

Ctrip was founded in 1999 with headquarters in Shanghai. Ctrip has over 9,000 employees and maintains a service network covering over 50 cities throughout China.

Ctrip pioneered the use of advanced computer technology in China’s travel industry and quickly rose to become China’s leading provider of online travel products and services. Today, over 25 million registered members use Ctrip.com to book hotel stays, flights, vacation packages, rental cars and arrange other travel services, including Ctrip Corporate Travel Management.

Ctrip has one of the largest call centers in China, with over 4,000 customer service representatives providing 24-hour one-stop travel services to corporate and leisure travelers all year round. In 2008, Ctrip started building a new call center in Nantong and by 2010 there will be another 10,000 new customer service representatives.

Advanced management and evaluation systems are Ctrip's key competitive advantages. Ctrip disseminates each process into sub-processes and applies target management to improve each sub-process.

Ctrip has utilized the latest scientific and technological evaluation and management tools including Service 2.0, Balance Scorecard, 313 Quality Defect Indexes and Department KPI Analysis. In addition, it is the first service company to have successfully implemented the Six Sigma methodology typically applied in the manufacturing industry. These systems enable Ctrip to provide more convenient and efficient services to customers.

Ctrip is always working to improve the customer's experience in order to maintain quality and provide the best possible services. All our customer service representatives provide our domestic and international customers with the same level of friendly and professional assistance.