2009中國最佳呼叫中心入圍、獲獎企業(yè)：天津聯(lián)通客服呼叫中心

2009/10/15

中國聯(lián)合網(wǎng)絡(luò )通信有限公司天津分公司
天津聯(lián)通客服呼叫中心

　　天津聯(lián)通“10010”是公司的客服熱線(xiàn)和重要的綜合性對外服務(wù)窗口，目前共有人工座席400個(gè)，客服代表490名，日均呼入量約50萬(wàn)次（其中人工呼入話(huà)務(wù)量5萬(wàn)次，IVR自動(dòng)語(yǔ)音話(huà)務(wù)量 45萬(wàn)次）。天津聯(lián)通“10010”以人工和自助服務(wù)方式，為廣大客戶(hù)提供7X24小時(shí)的零距離通信服務(wù)。客戶(hù)通過(guò)“10010”可以進(jìn)行天津地區所有聯(lián)通業(yè)務(wù)的咨詢(xún)、辦理、障礙申報以及提出建議和意見(jiàn)等，真正做到“足不出戶(hù)，享受服務(wù)”。

　　 在工作中，天津聯(lián)通10010始終堅持科學(xué)的管理和有效激勵，積極創(chuàng )建和諧企業(yè)，增強團隊凝聚力和戰斗力；同時(shí)不斷追求創(chuàng )新突破，以“服務(wù)水平不斷滿(mǎn)足并且爭取超越客戶(hù)期望”為使命，以“每天前進(jìn)一步，永遠真誠服務(wù)”為宗旨，以“打造一流通信服務(wù)窗口”為目標，通過(guò)觀(guān)念創(chuàng )新、模式創(chuàng )新、管理創(chuàng )新，服務(wù)創(chuàng )新，突破傳統呼叫中心固有模式，實(shí)現了由“單純的受理中心---為客戶(hù)排憂(yōu)解難的處理中心-—客戶(hù)的貼心通信顧問(wèn)”的轉變。天津聯(lián)通“10010”的創(chuàng )新型工作在同行業(yè)處于領(lǐng)先地位，先進(jìn)經(jīng)驗多次在《人民郵電報》上登載，并在全集團進(jìn)行了經(jīng)驗推廣應用。

　　 天津聯(lián)通“10010”自開(kāi)通至今，企業(yè)責任投訴及重大媒體曝光均保持為“零”，今年上半年滿(mǎn)意度測評連續獲得集團第一，其優(yōu)質(zhì)服務(wù)和管理水平受到社會(huì )各界的好評和贊譽(yù)。幾年來(lái)天津聯(lián)通“10010”先后榮獲了國家級“青年文明號”、“全國用戶(hù)滿(mǎn)意服務(wù)明星班組”、國防郵電系統“工人先鋒號”、天津市“工人先鋒號”、集團公司勞動(dòng)模范先進(jìn)集體、“天津市交通郵電系統優(yōu)質(zhì)服務(wù)年最佳服務(wù)窗口”等光榮稱(chēng)號。

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.