2009中国最佳呼叫中心入围、获奖企业：天津联通客服呼叫中心

2009/10/15

中国联合网络通信有限公司天津分公司
天津联通客服呼叫中心

　　天津联通“10010”是公司的客服热线和重要的综合性对外服务窗口，目前共有人工座席400个，客服代表490名，日均呼入量约50万次（其中人工呼入话务量5万次，IVR自动语音话务量 45万次）。天津联通“10010”以人工和自助服务方式，为广大客户提供7X24小时的零距离通信服务。客户通过“10010”可以进行天津地区所有联通业务的咨询、办理、障碍申报以及提出建议和意见等，真正做到“足不出户，享受服务”。

　　 在工作中，天津联通10010始终坚持科学的管理和有效激励，积极创建和谐企业，增强团队凝聚力和战斗力；同时不断追求创新突破，以“服务水平不断满足并且争取超越客户期望”为使命，以“每天前进一步，永远真诚服务”为宗旨，以“打造一流通信服务窗口”为目标，通过观念创新、模式创新、管理创新，服务创新，突破传统呼叫中心固有模式，实现了由“单纯的受理中心---为客户排忧解难的处理中心-—客户的贴心通信顾问”的转变。天津联通“10010”的创新型工作在同行业处于领先地位，先进经验多次在《人民邮电报》上登载，并在全集团进行了经验推广应用。

　　 天津联通“10010”自开通至今，企业责任投诉及重大媒体曝光均保持为“零”，今年上半年满意度测评连续获得集团第一，其优质服务和管理水平受到社会各界的好评和赞誉。几年来天津联通“10010”先后荣获了国家级“青年文明号”、“全国用户满意服务明星班组”、国防邮电系统“工人先锋号”、天津市“工人先锋号”、集团公司劳动模范先进集体、“天津市交通邮电系统优质服务年最佳服务窗口”等光荣称号。

10010 is the customer service hotline and comprehensive service window for customers in Tianjin Unicom. At present, 490 operators serve customers with 400 lines. The average incoming calls reach about 500,000 times each day , including 50,000 times of manual inbound calls and 450,000 times of automatic IVR outbound calls. 10010 provides all services of China Unicom such as inquiry, consulting, failure report, handling of complaints and suggestions and business transactions in Tianjin through manual and self-service mode for 24 hours. Therefore, customers could enjoy communications services at home.

10010 builds actively the harmonious enterprise to increase the group’s cohesion and strength through with scientific management and effective incentive from beginning to end. Meanwhile, 10010 is committed to improving consistently the quality of service to meet the demands of customers and trying hard to exceed the expectation of customers. Aiming at sincere service for ever and building first-class communications service window, 10010 breaks traditional mode of call center and pursues constant innovation, in terms of concept , mode , management and service. Thus, the call center has realized the transformation from business transactions center , to the center of relieving consumers’ worries and solving their problems , to consumers’ advisor on communications services. In this regard, Tianjin Unicom’s 10010 ranked the top among the industry of communications. Therefore, its exemplary experiences were written several times on People's Posts and Telecommunications News and popularized in China Unicom.
From its start to present, 10010 keeps the record of zero in complaints about enterprise responsibility and exposures from important media. The first half of this year 10010 was ranked No. 1 in customer satisfaction test by China Unicom because of its quality service and good management. For several years Tianjin Unicom’s 10010 has won many honorable titles , including National Youth’s Star Post , National Customer Satisfaction Service Star Group, Worker Pioneer in the industry of National Defence, Posts and Telecommunications and in the city of Tianjin, Advanced Group of China Unicom and the Best Service Window of the industry of Traffic, Posts and Telecommunications in the Quality Service Year.