Lucia格格 发表于 2007/5/11 10:02:00*** Callcenter bends itself to offer Chinese and English telephone value-added service to worldwide customers. Our enterprise’s tenet is to offer the best service to our customers. Outbound Call and Inbound Call are our main service modes. We provide marketing solutions for our customers and satisfy their demands maximally.
The main operations of call center involve high-level VIP membership service and customer service.
High-level VIP membership service offers all-round business service and private assistant service through all kinds of communications and channels.
Customer service positions target customers accurately and do a focused follow-up through telephone, email, fax, short message, direct mail and other types of services. It offers comprehensive marketing accessorial services including clients’ exploration, product release, customer liaison and maintenance. In addition, it helps foreign customers open up Chinese market. Based on the adequate and convenient communication facilities and resources, customer service could ensure the stability and reliability of calling connection. Business types including: 1) Professional market survey questionnaire; 2) Conference / activity invitation / follow-up; 3) Data verification / updating / decisive information exploitation; 4) Market opportunity research/ sales opportunity management / product information release; 5) Telephone survey / telephone interviews; 6) Satisfaction survey; 7) Telephone solution service/tech support/customer service; 8) Improving customer relations and handling customer complains; 9) B2B and B2C market survey; 10) Regular business reminder.
Callcenter provides service anytime according to requirements of our customers,
Hardware support of callcenter includes: 1) Programming Panasonic Switch; 2) CTI SERVER; 3) Valued-added business access devices for telecommunications; 4) Whole process telephone monitoring system; 5) All staff computer network system; 6) Auto fax system; 7) Database server; 8) Real-time monitoring.
The software support of callcenter includes:
1) The position management system;
2) The management platform;
3) The application service system;
4) The statements statistical analysis system;
5) The whole-process outward dialing charge system;
6) The inbound and outbound calls’ record system;
7) The whole-process record system;
8) The automatic fax management system.
Callcenter owns perfect safety-guarantee system. Based upon the application of Internet, the network security system has been constructed by combining the safe static products with the safe dynamic management. All the resources and data of customers are under management by using special database, meantime, strategies of multi-code protection on customer ID and timely backup document are set up. In order to insure the security of data, the whole operating facilities are under full-day watch, and positions are controlled by management platform strictly.
The callcenter has the consummate HR management system. The majorities of staff once have engaged in customer service and the supervisory work in many callcenters or the customer service centers. According to the requirements of business and job, our staff improve the work quality, satisfy the demand of customers and enhance the overall ability through training inspection and authentication.
The callcenter team includes:
1) Project managers: Organize a team to implement project; control the project progress, guarantee realization of the overall goal on time with good quality; improve the project process promptly, manage and dispatch the staff; organize the regular meeting, and react the project situation and relevant information to customers positively; monitor the operation and quality of service representatives in time; propose the rationalization proposal, etc..
2) Quality controllers: preside over the inspection and verification of data and information; make surveys on customers’ satisfaction, and bring forward improving plan to project manager; accomplish the daily / weekly / monthly reports and various reports needed by customers accurately and timely; analyze and forecast relevant statistical data regularly, to set down phasic goals and improvements.
3) Trainers: Take charge of project starting training, quality training of the team and guide the project at the early stage; be responsible for team member’s performance appraisal in each phase (capacity and performance); design goals of the next phase for team members according to the results of performance appraisal.
4) Customer Service Representatives: Do telephone marketing and service in accordance with the standard norms; Obey the arrangement of project manager, in order to guarantee the achievement of our goals. Improve the management of internal and external examination; link the results of the examination with the pay of team members; access service quality regularly to enhance the quality and capability of our staff, and continuously frame training content and work plan of the next phase.
Callcenter Service Introduction
