2009中国最佳呼叫中心入围、获奖企业：中信银行信用卡中心客户服务中心

2009/10/15

中信银行信用卡中心
中信银行信用卡中心客户服务中心

　　2003年，中信银行信用卡客户服务部伴随中信银行信用卡中心的成立而诞生。历经六载风雨，中信银行信用卡客户服务部已经用深圳速度成长为拥有800多个座席、近千余名客服人员，服务800多万张信用卡的大型呼叫中心。

　　 中信银行信用卡客户服务部在将服务品质作为我行核心竞争力之一的战略思想和服务理念的指引下，经过各环节的不断探索与不懈努力，在系统建设以及运营管理方面取得了显著的成就，管理体系日趋完善，绩效水平不断提升，形成了以高素质的客户服务专员、高衔接度的服务流程、高智能的系统平台为支持，以“用心超越期望、服务创造价值”为核心文化，科学的运营管理为基础的综合服务保障体系，并确立了中国信用卡行业服务领先的地位。

　　 中信银行信用卡中心客户服务部以“优质客户体验”为首位，不断创新服务渠道，率先在业内推出十余种上行短信、电子邮件、彩信账单、在线客服、WEB-CALL等全新服务方式，并按客户生命周期及多触点进行全过程的质量管理，不断提升客户体验感受。

　　 中信银行信用卡客户服务部在尝试和探索“基于服务”的客户经营和盈利模式方面取得重大突破，使客户的忠诚度和贡献度不断提升。在中国信用卡行业内率先推出的“服务转营销”模式，将每一次优质服务的结果作为提升客户忠诚度的基础，实现营销业绩覆盖运营成本，为推动客服部成为行业领先的“利润中心”奠定坚实基础，也为呼叫行业创造出新的收益模式，引领服务行业价值创造先机！

　　 中信银行信用卡客户服务部在国内外已具有较高知名度，得到业界和社会的广泛认可。历年来，客户服务部荣获由国家级呼叫中心行业协会CNCCA主办的“最佳企业自建型呼叫中心”，并多次荣获 “最佳呼叫中心”的光荣称号，充分显示着中信银行信用卡客户服务部跻身全球呼叫中心前列。

In 2003, CITIC Bank Credit Card customer service department with the establishment of CITIC Bank Credit Card Center was born. Get through six years, CITIC Bank Credit Card Customer Service Department has grown with the speed of Shenzhen has more than 800 seats, nearly more than a thousand customer service personnel, services more than 800 million credit cards in a large call center.

China CITIC Bank Credit Card Customer Service Department will be the quality of service as my line of one of the core competitiveness of the concept of strategic thinking and services, under the guidance of the various components through continuous exploration and unremitting efforts, building and operations management in the system has made remarkable achievements in management systems are maturing, the performance ladder, and formed a high-quality customer service commissioner, a high degree of convergence services, processes, and high intelligence platform to support, with "intentions exceed expectations, service and create value" as the core culture, operation and management of science-based integrated service support system, and established the Chinese credit card industry leading position in service.

China CITIC Bank Credit Card Center Customer Service Department to "high-quality customer experience," as the first, innovative channels of service, first introduced in the industry more than ten kinds of uplink SMS, e-mail, MMS billing, online customer service, WEB-CALL and other new forms of services in accordance with customer life cycle and multi-touch to the whole process of quality management, and constantly enhance the customer experience.

China CITIC Bank Credit Card Customer Service Department to try and explore the "service-based" business and profit model of customers have made significant breakthroughs have led to customer loyalty and contribution degree has been increasing. Within the credit card industry in China's first launch of the "transfer services marketing" model, each time the results of quality services to enhance customer loyalty as the basis for achieving sales results cover the operating costs, customer service department to promote industry-leading "profit center" lay a solid foundation, but also for calling the industry to create new revenue model, leading the service sector value-creation opportunities!
China CITIC Bank Credit Card customer service department already has a high reputation at home and abroad, are widely recognized by industry and the community. Over the years, customer service call center was awarded by the National Association CNCCA's "Best Corporate self-built call center," and repeatedly won the "Best Call Center" in the title of honor, and fully displayed the CITIC Bank Credit Card Customer Service Division among the forefront of the global call center.