2009中國最佳呼叫中心入圍、獲獎企業(yè)：
中國移動通信集團(tuán)江蘇有限公司客戶服務(wù)中心

2009/10/15

中國移動通信集團(tuán)江蘇有限公司
The basic information about the company
中國移動通信集團(tuán)江蘇有限公司客戶服務(wù)中心

　　中國移動通信集團(tuán)江蘇有限公司是中國移動有限公司在江蘇設(shè)立的全資子公司，經(jīng)營范圍包括移動通信業(yè)務(wù)、IP電話及互聯(lián)網(wǎng)接入服務(wù)等，公司移動電話客戶總數(shù)超過4000萬，2008年運營收入已超過三百億元。作為一家移動通信服務(wù)企業(yè)，公司始終以客戶滿意為標(biāo)準(zhǔn)，不斷拓展服務(wù)內(nèi)容，提升服務(wù)品質(zhì)，2008年度客戶滿意度領(lǐng)先行業(yè)水平12個百分點。

　　江蘇公司10086客戶服務(wù)中心共有座席2400個（其中外包服務(wù)座席400個），坐席代表2600人，電話呼入量達(dá)到2.2億次/月，是目前國內(nèi)軟、硬投資規(guī)模最大、管理最先進(jìn)的客服中心之一。為確保向客戶提供高品質(zhì)的熱線服務(wù)，中心建立了以客戶為導(dǎo)向的多維度質(zhì)量監(jiān)控體系和以員工能力提升為核心的全方位服務(wù)培訓(xùn)體系，嚴(yán)格規(guī)范的管理鑄就了江蘇10086一流的服務(wù)品質(zhì)。2004年，江蘇10086被中國質(zhì)量協(xié)會、共青團(tuán)中央、中華全國總工會、滿意工程辦聯(lián)合授予 “全國用戶滿意服務(wù)明星班組”，2006年被授予全國“巾幗文明崗”，2007年被中國移動通信集團(tuán)公司授予“全網(wǎng)優(yōu)秀熱線服務(wù)示范單位”稱號，2008年5月，被中華全國總工會授予全國“工人先鋒號”稱號，熱線滿意度持續(xù)領(lǐng)先于業(yè)內(nèi)同行，連續(xù)多年居于全國前列。作為中國移動集團(tuán)指定的熱線服務(wù)示范單位，江蘇移動客服中心在服務(wù)管理創(chuàng)新、服務(wù)效率提升等方面的探索和實踐取得了突出的效果，得到了行業(yè)內(nèi)的高度評價。其自動排班與人性化班次模板設(shè)計的有機(jī)結(jié)合，取得了服務(wù)質(zhì)量、服務(wù)效率與員工滿意度的多贏；其在集團(tuán)內(nèi)首創(chuàng)專席管理模式，大大提高了客戶問題解決能力，已在全網(wǎng)內(nèi)得到推廣。在做好呼入服務(wù)的同時，結(jié)合自身管理、通信、技術(shù)等優(yōu)勢，積極拓展服務(wù)外包，現(xiàn)已為中國銀行江蘇分行、江蘇煙草等多家企業(yè)單位提供外包服務(wù)。

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.