2009中国最佳呼叫中心入围、获奖企业：江苏联通10010客服中心
2009/10/15
中国联合网络通信有限公司江苏省分公司
China United Network Communications Corporation Jiangsu Branch
江苏联通10010客服中心
中国联合网络通信有限公司江苏省分公司是中国联合网络通信有限公司在江苏设立的省级分支机构、由原江苏联通和原江苏网通合并于2008年10月22日注册成立。
中国联通拥有覆盖全国、通达世界的现代通信网络，主要经营：固定通信业务，移动通信业务，国内、国际通信设施服务业务，卫星国际专线业务、数据通信业务、网络接入业务和各类电信增值业务，与通信信息业务相关的系统集成业务等。2009年1月7日，中国联通获得了WCDMA制式的3G牌照。
面对电信重组之后全新的市场环境，江苏联通在总部的坚强领导下，统筹2G/3G，建立3G网络、业务和服务领先优势，大力发展宽带多媒体服务，发挥全业务经营优势，整合各类资源，提高经营效率和客户服务水平。
江苏联通10010客服中心成立于2001年7月，并于2008年11月24日完成了与原网通10060客服热线的整合工作。10010客服中心为使用中国联通业务的客户免费提供7×24小时的业务咨询、信息查询、投诉建议、业务办理等人工与自助的综合服务。我们的服务承诺是“首问负责、限时办结”。
江苏联通10010客服中心全省共座席372个,划分四个技能组，分别为3G视频技能组、VIP技能组、移动普通技能组、固网普通技能组。中心现有员工637名，其中女性员工、团员占全体员工的85%，平均年龄21岁，是一支以女性为主，充满朝气、充满活力的年轻队伍。
近年来中心始终以 “真诚没有尽头 服务没有止境”为目标，凭着满腔的热情、周到的服务赢得社会各界的广泛赞誉。10010客服中心近年来多次获得了南京市、江苏省和全国“青年文明号”和“学习型班组”称号； 2004年获得了“中国最佳呼叫中心”的荣誉称号；2005年被树为“省级巾帼示范岗”；2006年的年初获得了中华总工会授予的“女职工建功立业标兵岗”；被国务院、国资委，全国妇联评为中央企业的“巾帼文明岗”；信产部的全国用户满意电信服务“明星班组”；同年12月份被中国联通被为“先进职工小家”。
China United Network Communications Corporation Jiangsu Branch is a provincial level Branch of China United Network Communications Corporation, and an amalgamation of former Jiangsu Unicom and former Jiangsu Netcom. The new company was registered on October 22, 2008.
China Unicom now possesses modern communications network covering China and even the globe, with its main business categories as following: fixed communication service, mobile communication service, national and international communication facilities services, satellite international leased line service, data communication service, network access service, and various telecommunication value-added services, as well as system integration services related to communication information. On January 7, 2009, China Unicom acquired W-CDMA 3G license.
Being faced with a brand new market after the restructure of China telecommunication companies, Jiangsu Unicom, led by its headquarter, focuses on 2G/3G while establishing the leading advantages of 3G network, 3G operations and services and making great efforts to develop broad band multimedia services. Taking advantages of providing package services and integrating all kinds of resources, China Unicom is committed to enhancing the operation efficiency and customer services.
Jiangsu Unicom 10010 customer service center was established in July, 2001, and successfully completed the integration with the former Netcom 10060 customer service hot line on November 24, 2008. Now 10010 customer service center provides Unicom customers with 24h/7 operator and selp-help services of business query, information inquiry, complaint and suggestion, and business processing, all for free. Our service commitment is “all staff can answer any inquiry of customers and process the business within shortest time possible”.
Covering the whole province, Jiangsu Unicom 10010 customer service center has 372 seats for service staff, grouped into 4 technique groups, which are respectively 3G video technique group, VIP technique group, mobile normal technique group, and fixed network normal technique group. Today, the center has 637 employees in total, among whom 85% are women with an average age of 21. It is truly a young, energetic and brilliant team.
In recent years, adhering to the principle that “sincere service has no end and limitation”, the center builds its name in the industry as well as in the whole society. 10010 customer service center has been awarded “Outstanding Youth Organization” and “Learning Group” at the municipal, provincial and even national level for several times. In 2004, the center was entitled “The Best Call Center in China” and in 2005, “Provincial Women Example Organization”. 2006 witnessed the fact that the center was selected as “Outstanding Woman Performance Example Organization” by China Federation of Industry and Trade, “Outstanding Woman Employees” by Chinese State Council, The State-owned Assets Supervision and Administration Commission of the State Council and the All-China Women's Federation, “Star Organization of Telecommunication Services” by Information Industry Ministry of China, and “Employees’ Home” by China Unicom headquarter.