2009中國(guó)最佳呼叫中心入圍、獲獎(jiǎng)企業(yè)：招商銀行電話銀行中心

2009/10/15

招商銀行
招商銀行電話銀行中心

　　招商銀行電話銀行中心（以下簡(jiǎn)稱中心）是招商銀行全國(guó)大集中式的呼叫中心，為招商銀行客戶提供7X24小時(shí)的業(yè)務(wù)咨詢、投訴受理及各種在線交易理財(cái)服務(wù)。經(jīng)過(guò)近10年的建設(shè)和發(fā)展，已經(jīng)從一個(gè)區(qū)域服務(wù)中心發(fā)展成為全國(guó)性服務(wù)中心，從一個(gè)以簡(jiǎn)單咨詢服務(wù)為主的客戶服務(wù)部門，逐步發(fā)展為一個(gè)集服務(wù)、交易、營(yíng)銷于一體的綜合型客戶聯(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)銷業(yè)績(jī)以及客戶影響力等方面都取得了不俗的成績(jī)，成為招商銀行提供遠(yuǎn)程服務(wù)的主渠道。

　　 電話銀行中心于1999年8月份開(kāi)始試運(yùn)行，2000年1月在深圳正式對(duì)外提供24小時(shí)服務(wù)，2004年5月份成為總行獨(dú)立運(yùn)作的部門，同時(shí)實(shí)現(xiàn)了全國(guó)業(yè)務(wù)的大統(tǒng)一。截至2009年8月，話務(wù)坐席位達(dá)2000個(gè)，員工人數(shù)近1700人。

　　 作為總行直屬的對(duì)外服務(wù)、交易和營(yíng)銷部門，電話銀行中心通過(guò)電話、網(wǎng)絡(luò)等電子化手段為全國(guó)客戶提供遠(yuǎn)程服務(wù)，開(kāi)展業(yè)務(wù)交易和電話營(yíng)銷；逐步建成全行的“業(yè)務(wù)咨詢中心”、“信息交流中心”、“交易與營(yíng)銷中心”及“客戶關(guān)系管理中心”。

　　 電話銀行中心自成立以來(lái)，始終恪守“服務(wù)、創(chuàng)新、穩(wěn)健”的核心價(jià)值觀，弘揚(yáng)“挑戰(zhàn)、自省、奉獻(xiàn)”的招銀精神，秉承“因您而變”、“因勢(shì)而變”的經(jīng)營(yíng)理念，堅(jiān)持效益、質(zhì)量、規(guī)模協(xié)調(diào)發(fā)展的理念，為客戶提供高效、優(yōu)質(zhì)的金融服務(wù)，在客戶與金融同業(yè)中樹(shù)立了良好的口碑。電話銀行中心五度蟬聯(lián)“中國(guó)最佳呼叫中心”，獲評(píng)“中國(guó)行業(yè)最具影響力品牌”、“亞太最佳客戶服務(wù)至尊金獎(jiǎng)”等獎(jiǎng)項(xiàng)。

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.