Introduction of China Telecom Customer Service Center 10000

The situation of China Telecom 10000 customer service center is different all over the country. Let's introduce the basic situation with the Guangzhou branch established earlier. China Telecom Guangzhou Branch 10000 was established on 1995. In the past ten years, the number 10000 has gone through the development process from simple to complex, from imperfect to perfect, and the customer service hotline 10000 has become an important bridge connecting telecom enterprises and telecom customers. The main products of China Telecom include 3G mobile network, ADSL, fixed telephone, PHS, cards and so on. , through 10000 to provide customers with 7*24-hour consultation, complaint, fault handling and business acceptance services. 10000 Basic information: enterprise name: China Telecom Guangzhou Branch, working hours: 7 days *24 hours, number of calls per day (excluding automatic voice), total number of seats: 1500, service number: 10000, city: Guangzhou main equipment manufacturer: China-based management and application system: Features and Value In order to practice the service concept of "customer first, dedicated service" of China Telecom, 10000 put forward the service slogan of "one family, e-line love", the main purpose of which is to be close to employees at home and close to customers at home. Specifically, "one" embodies the internal culture of NO. 10000, that is, pay attention to the construction of family culture within the enterprise, including being kind to employees, caring about their life, work and growth, enhancing their sense of happiness and growth, and enhancing their sense of ownership. "E-line situation" reflects the external culture of 10000, "E" is the symbol of China Telecom, "Line" is the feature of 10000 service, which carries information to serve customers through telephone lines and radio waves, and "Love" is the profound friendship and family service shown to customers by 10000 service. 10000, as a link and bridge between telecom enterprises and customers, is not only a "service center" to provide after-sales service for customers, but also a "value center" to create value for both enterprises and customers. For customers, 10000 can not only solve their problems, but also provide them with the most suitable products and services through the consulting service of customer service staff, helping them to maximize their benefits and optimize their value; For enterprises, 10000 is a multi-functional service channel integrating pre-sales publicity such as product promotion, business promotion and brand building, and after-sales service such as business consultation, obstacle declaration and complaint handling. The process of providing services to customers by NO. 10000 is a process of retaining customers, saving costs, creating benefits, expanding market influence and establishing corporate brands for enterprises. "Pursuing the growth of enterprise value and customer value * * *" is the service mission of 10000 and the practical principle of 10000. As a modern interactive channel of "providing convenience for customers and helping enterprises realize profits", 10000 has outstanding functions in the following aspects: 1. Move forward to solve service problems and save service costs for enterprises. By paying attention to the solution rate of a phone call, we will constantly improve the process and support means, and improve the ability of 10000 front desk to solve user problems. In the process of handling the customer's fault declaration, 10000 integrates multiple background network monitoring systems, and agents can answer or guide users to solve most fault situations at the front desk, intercepting more than 70% of fault orders for the background every month. 2. Carry out inward cross-selling and shift from cost center to value center. 10000 has produced a wealth of sales guides to guide agents to grasp the characteristics of customers, recommend corresponding telecom products and packages and solve customer problems while answering customer calls. In 2008, the number 10000 accounted for an increasing proportion of branches: more than 400,000 kinds of services were handled for users every month on average. From the customer's point of view, 10000 has opened a big package and new mobile phone and SIM card delivery service, so customers can handle these services without leaving home. This alone will bring huge business income to enterprises every year. 3. Collect and refine customer information to effectively support enterprise service marketing decisions. 10000 contacts customers more than 50 million times a year, which is equivalent to an average of 8 times for each telecom customer. At the same time of customer service, record every demand of customers, and regularly feed back the hot products and consultations that customers care about to the marketing department as the basis for product development and marketing of enterprises; 10000 records the opinions and suggestions put forward by customers, and submits more than 500 improvement suggestions to relevant departments every month after summarizing them, which provides strong support for enterprises to improve products, production processes and management processes and make marketing decisions. Guangzhou Telecom's strategic goal: the core values of a world-class integrated information service provider: comprehensive innovation, pragmatism, people-oriented, and * * creating value. The main business goal in 2009: to improve the satisfaction of end customers. Business philosophy: the pursuit of enterprise value and customer value * * * and service philosophy: customer first, dedicated service operation system and personnel management 10000 is one of the main windows for China Telecom to serve customers. 10000, as a 7*24-hour uninterrupted service window of the enterprise, explains the products of the enterprise to customers, delivers the most favorable information to the customers who need it most, and solves problems for customers. The customer satisfaction rate reached 85%. As an integrated operator, China Telecom provides a full range of telecom products and a variety of package combinations according to different customer needs. As the customer service staff of 10000, they can update rich business information every day and provide accurate, consistent and efficient services to customers continuously, which is inseparable from the professional call center management system. Professional management is rooted in the solid foundation of call center operation. 10000 establishes the strategic policy of quality first and customer satisfaction oriented, and all work is centered around this goal: they have first-class support systems, timely updated business knowledge base, organically integrated business support system integration and humanized agent operation interface, so that agents can provide accurate information to customers; They have first-class operation and control system, high-quality recruitment and training team, strict hierarchical quality control system and fluctuating personnel scheduling mode to ensure stable personnel quality and service level; They have first-class corporate culture, multi-dimensional personnel promotion mechanism, well-designed working environment and colorful team activities, creating a harmonious and upward team atmosphere. Personnel management: annual turnover rate of agent representatives: 7.7%. Average monthly training time of agent representatives: 15 hours. Average education of newly recruited agent representatives: Main punishment measures for agent representatives in colleges and universities: performance appraisal. The professional management of waiting for posts stems from the endless pursuit of advanced level. 10000 is not satisfied with accumulating operation and management experience, but learning from experts, conforming to industry standards and combining with the national conditions of China, applying advanced call center management theory to the operation and management of 10000. They passed the ISO2700 1 information security certification, providing customers and enterprises with a complete information security guarantee system; They took ConocoPhillips operation management system as the benchmark, and after more than one year's unremitting efforts, they became the sixth certified enterprise in China. They also actively participate in the exchanges between professional enterprises and associations in the industry, and constantly learn and improve their own management level. In 2005-08, it won the honors of "Best Call Center in China" and "Best Call Center in Asia-Pacific" successively. Specialized management has expanded a broader stage for call centers. Relying on 10000' s long-term call center management experience and leading call center operation system, China Telecom has extended its customer service to customers, provided them with call center outsourcing services, and built a first-class commercial outsourcing call center brand in the industry. The center has cooperated with more than 40 major customers, including world-renowned Wyeth, AIA, Avon, Intercontinental Group, Guangdong Development Bank and other enterprises. Since 2003, the annual income growth rate has exceeded 80%.