1. Ctrip Nantong service contact center, with a building area of 80,000 square meters and service seats12,000, is the largest tourism service contact center in the world. Sun, senior vice president of Ctrip, said that the upgrade of Ctrip's service contact center is to provide consumers with systematic, standardized and personalized quality travel services through six comprehensive quality management tools such as fitness, quality management and enterprise key indicators, as well as service systems such as lean design, precision marketing and customer protection.
2. Ctrip has further strengthened the application and promotion of information technology in the service contact center, and will launch a brand-new service number 10 106666, and develop all-round service means including telephone, fax, webpage, email, SMS, mobile phone client and online instant messaging on the basis of the original service functions such as telephone call.
3. Only about 30% of the calls handled by the tourist call center are directly booked, and about 70% are used for consultation and service before and after booking. Sun said that tourism services are highly professional and the tourism process is full of variables. It is impossible to meet the needs of consumers only by relying on any single service means. Moreover, travelers need not only a single link of product reservation, but a complete service process before, during and after travel. Ctrip service contact center can better meet the diverse needs of users.
reference data
Ctrip. Ctrip. Com[ reference time 2018-1-21]