2009中國(guó)最佳呼叫中心入圍、獲獎(jiǎng)企業(yè)：中信銀行信用卡中心客戶(hù)服務(wù)中心

2009/10/15

中信銀行信用卡中心
中信銀行信用卡中心客戶(hù)服務(wù)中心

　　2003年，中信銀行信用卡客戶(hù)服務(wù)部伴隨中信銀行信用卡中心的成立而誕生。歷經(jīng)六載風(fēng)雨，中信銀行信用卡客戶(hù)服務(wù)部已經(jīng)用深圳速度成長(zhǎng)為擁有800多個(gè)座席、近千余名客服人員，服務(wù)800多萬(wàn)張信用卡的大型呼叫中心。

　　 中信銀行信用卡客戶(hù)服務(wù)部在將服務(wù)品質(zhì)作為我行核心競(jìng)爭(zhēng)力之一的戰(zhàn)略思想和服務(wù)理念的指引下，經(jīng)過(guò)各環(huán)節(jié)的不斷探索與不懈努力，在系統(tǒng)建設(shè)以及運(yùn)營(yíng)管理方面取得了顯著的成就，管理體系日趨完善，績(jī)效水平不斷提升，形成了以高素質(zhì)的客戶(hù)服務(wù)專(zhuān)員、高銜接度的服務(wù)流程、高智能的系統(tǒng)平臺(tái)為支持，以“用心超越期望、服務(wù)創(chuàng)造價(jià)值”為核心文化，科學(xué)的運(yùn)營(yíng)管理為基礎(chǔ)的綜合服務(wù)保障體系，并確立了中國(guó)信用卡行業(yè)服務(wù)領(lǐng)先的地位。

　　 中信銀行信用卡中心客戶(hù)服務(wù)部以“優(yōu)質(zhì)客戶(hù)體驗(yàn)”為首位，不斷創(chuàng)新服務(wù)渠道，率先在業(yè)內(nèi)推出十余種上行短信、電子郵件、彩信賬單、在線客服、WEB-CALL等全新服務(wù)方式，并按客戶(hù)生命周期及多觸點(diǎn)進(jìn)行全過(guò)程的質(zhì)量管理，不斷提升客戶(hù)體驗(yàn)感受。

　　 中信銀行信用卡客戶(hù)服務(wù)部在嘗試和探索“基于服務(wù)”的客戶(hù)經(jīng)營(yíng)和盈利模式方面取得重大突破，使客戶(hù)的忠誠(chéng)度和貢獻(xiàn)度不斷提升。在中國(guó)信用卡行業(yè)內(nèi)率先推出的“服務(wù)轉(zhuǎn)營(yíng)銷(xiāo)”模式，將每一次優(yōu)質(zhì)服務(wù)的結(jié)果作為提升客戶(hù)忠誠(chéng)度的基礎(chǔ)，實(shí)現(xiàn)營(yíng)銷(xiāo)業(yè)績(jī)覆蓋運(yùn)營(yíng)成本，為推動(dòng)客服部成為行業(yè)領(lǐng)先的“利潤(rùn)中心”奠定堅(jiān)實(shí)基礎(chǔ)，也為呼叫行業(yè)創(chuàng)造出新的收益模式，引領(lǐng)服務(wù)行業(yè)價(jià)值創(chuàng)造先機(jī)！

　　 中信銀行信用卡客戶(hù)服務(wù)部在國(guó)內(nèi)外已具有較高知名度，得到業(yè)界和社會(huì)的廣泛認(rèn)可。歷年來(lái)，客戶(hù)服務(wù)部榮獲由國(guó)家級(jí)呼叫中心行業(yè)協(xié)會(huì)CNCCA主辦的“最佳企業(yè)自建型呼叫中心”，并多次榮獲 “最佳呼叫中心”的光榮稱(chēng)號(hào)，充分顯示著中信銀行信用卡客戶(hù)服務(wù)部躋身全球呼叫中心前列。

In 2003, CITIC Bank Credit Card customer service department with the establishment of CITIC Bank Credit Card Center was born. Get through six years, CITIC Bank Credit Card Customer Service Department has grown with the speed of Shenzhen has more than 800 seats, nearly more than a thousand customer service personnel, services more than 800 million credit cards in a large call center.

China CITIC Bank Credit Card Customer Service Department will be the quality of service as my line of one of the core competitiveness of the concept of strategic thinking and services, under the guidance of the various components through continuous exploration and unremitting efforts, building and operations management in the system has made remarkable achievements in management systems are maturing, the performance ladder, and formed a high-quality customer service commissioner, a high degree of convergence services, processes, and high intelligence platform to support, with "intentions exceed expectations, service and create value" as the core culture, operation and management of science-based integrated service support system, and established the Chinese credit card industry leading position in service.

China CITIC Bank Credit Card Center Customer Service Department to "high-quality customer experience," as the first, innovative channels of service, first introduced in the industry more than ten kinds of uplink SMS, e-mail, MMS billing, online customer service, WEB-CALL and other new forms of services in accordance with customer life cycle and multi-touch to the whole process of quality management, and constantly enhance the customer experience.

China CITIC Bank Credit Card Customer Service Department to try and explore the "service-based" business and profit model of customers have made significant breakthroughs have led to customer loyalty and contribution degree has been increasing. Within the credit card industry in China's first launch of the "transfer services marketing" model, each time the results of quality services to enhance customer loyalty as the basis for achieving sales results cover the operating costs, customer service department to promote industry-leading "profit center" lay a solid foundation, but also for calling the industry to create new revenue model, leading the service sector value-creation opportunities!
China CITIC Bank Credit Card customer service department already has a high reputation at home and abroad, are widely recognized by industry and the community. Over the years, customer service call center was awarded by the National Association CNCCA's "Best Corporate self-built call center," and repeatedly won the "Best Call Center" in the title of honor, and fully displayed the CITIC Bank Credit Card Customer Service Division among the forefront of the global call center.