2009中国最佳呼叫中心入围、获奖企业:
中国移动通信集团江苏有限公司客户服务中心

2009/10/15

中国移动通信集团江苏有限公司
The basic information about the company
中国移动通信集团江苏有限公司客户服务中心

  中国移动通信集团江苏有限公司是中国移动有限公司在江苏设立的全资子公司,经营范围包括移动通信业务、IP电话及互联网接入服务等,公司移动电话客户总数超过4000万,2008年运营收入已超过三百亿元。作为一家移动通信服务企业,公司始终以客户满意为标准,不断拓展服务内容,提升服务品质,2008年度客户满意度领先行业水平12个百分点。

  江苏公司10086客户服务中心共有座席2400个(其中外包服务座席400个),坐席代表2600人,电话呼入量达到2.2亿次/月,是目前国内软、硬投资规模最大、管理最先进的客服中心之一。为确保向客户提供高品质的热线服务,中心建立了以客户为导向的多维度质量监控体系和以员工能力提升为核心的全方位服务培训体系,严格规范的管理铸就了江苏10086一流的服务品质。2004年,江苏10086被中国质量协会、共青团中央、中华全国总工会、满意工程办联合授予 “全国用户满意服务明星班组”,2006年被授予全国“巾帼文明岗”,2007年被中国移动通信集团公司授予“全网优秀热线服务示范单位”称号,2008年5月,被中华全国总工会授予全国“工人先锋号”称号,热线满意度持续领先于业内同行,连续多年居于全国前列。作为中国移动集团指定的热线服务示范单位,江苏移动客服中心在服务管理创新、服务效率提升等方面的探索和实践取得了突出的效果,得到了行业内的高度评价。其自动排班与人性化班次模板设计的有机结合,取得了服务质量、服务效率与员工满意度的多赢;其在集团内首创专席管理模式,大大提高了客户问题解决能力,已在全网内得到推广。在做好呼入服务的同时,结合自身管理、通信、技术等优势,积极拓展服务外包,现已为中国银行江苏分行、江苏烟草等多家企业单位提供外包服务。

China Mobile Telecommunication Group Jiangsu Co. Ltd is a wholly-owned subsidiary of China Mobile Co. Ltd located in Jiangsu. Its operation activities cover mobile telecommunication business, IP phone and Internet access service, etc. There are more than 40 million phone subscribers now and the annual operational income has exceeded RMB 30 billion Yuan.

As a mobile telecommunication service operator, the company has always taken customer satisfaction as the standard, relentlessly explored service contents and improved service quality. In 2008, its customer satisfaction was above 12 percent than the industry level. Customer Service Center that operates 10086 hotline service, possesses the most advanced hardware and management system in the industry, having 2400 telephone service seats (including 400 Outsourcing service seats ) and incoming phone calls reaching 0.22 billion times per month. The center is one among the biggest scaled service centers in the nation with advanced management system. To ensure the provision of high quality hotline service to customers, the Center has established perfect training system that requires all employees to undertake sufficient and effective training before being positioned so as to acquire the necessary service capability and knowledge structure. The Center has also set up a personalized work-arrangement system. For instance, “happy hour” rotation is offered to those who wish to have whole day’s rest time, and longer rest time is given to them. To those who have children or the elder at home and need to be at home at fixed time, “happy family” work arrangement is set to ensure their normal family life. Employees who are pregnant or are in mother-care period can enjoy “hope project” arrangement and need not work in evening or at night. “ Perpetual learning ”is tailored for those who need to study at school in fixed time, enabling them to balance work and study. This personalized and humane work arrangement system has greatly promoted employees’ work passion and satisfaction. In addition, as a perfect inbound call center, JiangSu 10086 actively expand Outsourcing Service.