2009中国最佳呼叫中心入围、获奖企业:新华人寿保险股份有限公司电话中心

2009/10/15

新华人寿保险股份有限公司
新华人寿保险股份有限公司电话中心

  新华人寿保险股份有限公司成立于1996年8月,是一家全国性大型保险公司,公司总部设于北京,截止2009年上半年,新华保险在全国拥有各级分支机构及营销服务部1200多个,公司内外勤人数超过27万。经营的产品体系涵盖传统保障型产品、分红类产品以及理财功能较强的万能和投连产品。多年来,新华保险稳居全国寿险市场前列,以强大的实力和服务能力为上千万客户提供全面的风险保障和投资理财服务。目前,新华保险正在积极打造综合服务平台,将在更广阔的领域为客户提供全面、优质的风险保障和投资理财服务。

   新华人寿电话中心(95567)成立于2004年底,是新华保险柜面、网站、电话中心三大客户服务平台之一。新华人寿电话中心以人工座席服务、自助语音服务、传真等多种方式,为所有新华客户提供7*24小时的不间断服务,服务于新华1200余万客户与超过26万的业务伙伴,承担着从产品咨询、保单保全处理到理赔报案的全面服务任务,同时,电话中心对所有新契约客户实施回访,是新华全国集中运作的客户服务平台。

   新华人寿电话中心从技术、管理、团队各方面不断优化改进,以提供优质、便捷、可靠的服务为目标。电话中心采用业内最先进的IP技术,是业内第一家基于IP技术的集中式呼叫中心。该系统不仅可支持多种业务类型同时运作,并且拥有高效全面的后台管理职能,为新华人寿电话中心客户服务提供强有力的技术保障。电话中心建立了以质量管理体系、绩效管理体系、培训管理体系、人员管理体系,新业务拓展和引入体系等为核心的运营管理平台,不断提升客户服务人员的专业素质和服务技能,从而树立中心优质的服务品牌形象。电话中心重视人才培养,不断为员工提供多种类的培训机会和广阔的职业发展空间。通过开展丰富的业余文化活动,充分展示员工的兴趣才艺,营造和谐、积极、愉悦的团队氛围。

   新华人寿电话中心将始终坚持以“客户为中心,为客户创造价值,为公司提供价值”为理念,以创新求发展,以专业化的运作为手段,全面提升呼叫服务水平,在保险行业电话中心服务领域,走出特色之路与发展之路。

New China Life Insurance Co.,LTD was founded in August 1996, it is a large national insurance company which is headquartered in Beijing. Ended the first half of 2009, New China Life Insurance branches and departments of Marketing Services at all levels across the country are more than 1200. The number of office staff and field personnel is more than 270,000. The product system covers the traditional indemnification products, bonus products as well as the universal products and investment link products which are powerful in investment functions. Over the years, New China Life Insurance has been in the forefront of the entire country life insurance market, and it provides comprehensive risk protection and investment services for the tens of millions of customers with its powerful strength and service capabilities. At present, New China Life Insurance is actively building an integrated service platform which will provides customers with comprehensive and high quality risk protection and investment services in a much wider area.

New China life Insurance Call Center (95567) established in late 2004, is one of the three New China Life Insurance’s customer service platforms including counter, website and call center. New China Life Insurance Call Center serve all the customers of New China life Insurance with 7 * 24 hours non-stop service by service manually, self-voice services, fax and other methods,it serves more than 12 million customers and over 260,000 business partners of New China Life Insurance. New China Life Insurance Call Center is responsible for a full-service mission, from the consulting of product , policy processing to claims reported , while the call center implements return visits for all new contract customers,it is the national customer service platform of New China Life Insurance.
New China Life Insurance Call Center constantly improves all aspects from technology, management and the team, in order to achieve the goal of providing high-quality, convenient and reliable service. New China Life Insurance Call Center using the most advanced IP technology in the industry, is the first IP-based technology centralized call center in the industry. The system not only supports to a variety of business types operate simultaneously, and has a comprehensive efficient background management functions, in order to provide strong technical support for New China Life Insurance Call Center’s customer service. The Call center established an operation and management platform with the core of a quality management system, a performance management system, a training management system, a personnel management system, a new business development and the introduction system, it constantly enhance customer service staff’s professional quality and service skills to build a high-quality service brand image for the Call Center. The Call Center attached particular importance to the training of personnel, and continuously provide their employees with a wide array of training opportunities and broad career development. Through a wealth of amateur cultural activities, we fully demonstrate employee’s interest and talent, to create a harmonious, positive, enjoyable team atmosphere.

New China Life Insurance call center will always adhere to the service concept of "customer-centric, to create value for customers, create value for the company", we innovate for development, we raise the overall level of call service by specialized operations. In the call center service areas of insurance industry, we lead the characteristics of development.