2009中國最佳呼叫中心入圍、獲獎企業(yè)：招商銀行電話(huà)銀行中心

2009/10/15

招商銀行
招商銀行電話(huà)銀行中心

　　招商銀行電話(huà)銀行中心（以下簡(jiǎn)稱(chēng)中心）是招商銀行全國大集中式的呼叫中心，為招商銀行客戶(hù)提供7X24小時(shí)的業(yè)務(wù)咨詢(xún)、投訴受理及各種在線(xiàn)交易理財服務(wù)。經(jīng)過(guò)近10年的建設和發(fā)展，已經(jīng)從一個(gè)區域服務(wù)中心發(fā)展成為全國性服務(wù)中心，從一個(gè)以簡(jiǎn)單咨詢(xún)服務(wù)為主的客戶(hù)服務(wù)部門(mén)，逐步發(fā)展為一個(gè)集服務(wù)、交易、營(yíng)銷(xiāo)于一體的綜合型客戶(hù)聯(lián)絡(luò )中心。尤其是經(jīng)過(guò)近幾年的發(fā)展，在交易品種、營(yíng)銷(xiāo)業(yè)績(jì)以及客戶(hù)影響力等方面都取得了不俗的成績(jì)，成為招商銀行提供遠程服務(wù)的主渠道。

　　 電話(huà)銀行中心于1999年8月份開(kāi)始試運行，2000年1月在深圳正式對外提供24小時(shí)服務(wù)，2004年5月份成為總行獨立運作的部門(mén)，同時(shí)實(shí)現了全國業(yè)務(wù)的大統一。截至2009年8月，話(huà)務(wù)坐席位達2000個(gè)，員工人數近1700人。

　　 作為總行直屬的對外服務(wù)、交易和營(yíng)銷(xiāo)部門(mén)，電話(huà)銀行中心通過(guò)電話(huà)、網(wǎng)絡(luò )等電子化手段為全國客戶(hù)提供遠程服務(wù)，開(kāi)展業(yè)務(wù)交易和電話(huà)營(yíng)銷(xiāo)；逐步建成全行的“業(yè)務(wù)咨詢(xún)中心”、“信息交流中心”、“交易與營(yíng)銷(xiāo)中心”及“客戶(hù)關(guān)系管理中心”。

　　 電話(huà)銀行中心自成立以來(lái)，始終恪守“服務(wù)、創(chuàng )新、穩健”的核心價(jià)值觀(guān)，弘揚“挑戰、自省、奉獻”的招銀精神，秉承“因您而變”、“因勢而變”的經(jīng)營(yíng)理念，堅持效益、質(zhì)量、規模協(xié)調發(fā)展的理念，為客戶(hù)提供高效、優(yōu)質(zhì)的金融服務(wù)，在客戶(hù)與金融同業(yè)中樹(shù)立了良好的口碑。電話(huà)銀行中心五度蟬聯(lián)“中國最佳呼叫中心”，獲評“中國行業(yè)最具影響力品牌”、“亞太最佳客戶(hù)服務(wù)至尊金獎”等獎項。

China Merchants Bank Tele-banking Center(the center for short below) is a national large centralized call center of China Merchants Bank, which provides business consultation、complaint handling and all types of financial dealings over the phone 7*24 for all the customers. For nearly 10 years construction and development, it has developed from a regional service center to a national-wide one, and from a simple inquiry service department to a comprehensive customer contact center which is a blend of inquiry、dealing、and marketing. Especially through the developing in recent years, the center has made fabulous achievements in the aspects of transaction variety、marketing performance and the customer influence, which has become a major remote service media of China Merchants Bank.
The center began a test-run in August, 1999 and officially started to provide service 24-hour a day in January, 2000 in Shenzhen. In May, 2004, the center which has about 1700 staff and more than 2000 representative seats, became an independent department of the headquarters and realized business unification all over the country.

As a direct primary department under headquarters which provides inquiry、dealing and marketing, the center offers remote financial service、business transaction and telephone marketing for customers all over the country by electronic means like telephone and internet, etc. Gradually, the center has become to be “business inquiry center”、 “information communication center”、 “ dealing and marketing center” and “customer relationship management center” of the whole bank.

Since the center was set up, it always abided by the core value of “ service、creation and stability”, carried forward the CMB spirit of “ challenge 、self-examination and dedication”, took the management philosophy is “ change for you and change for the trend”, persisted to harmonious development of benefit、quality and scale’, and provided highly-efficient and high-quality financial service for the customers and earned a lot of public praise from customers and other banks. The center has won five straight “China Best Contact Center”, “the Most Influential Brand in the Industry” and “Asia Pacific Customer Service golden award of Excellence” etc.