2009中國(guó)最佳呼叫中心入圍、獲獎(jiǎng)企業(yè)：江蘇聯(lián)通10010客服中心

2009/10/15

中國(guó)聯(lián)合網(wǎng)絡(luò)通信有限公司江蘇省分公司
China United Network Communications Corporation Jiangsu Branch
江蘇聯(lián)通10010客服中心

　　中國(guó)聯(lián)合網(wǎng)絡(luò)通信有限公司江蘇省分公司是中國(guó)聯(lián)合網(wǎng)絡(luò)通信有限公司在江蘇設(shè)立的省級(jí)分支機(jī)構(gòu)、由原江蘇聯(lián)通和原江蘇網(wǎng)通合并于2008年10月22日注冊(cè)成立。

　　 中國(guó)聯(lián)通擁有覆蓋全國(guó)、通達(dá)世界的現(xiàn)代通信網(wǎng)絡(luò)，主要經(jīng)營(yíng)：固定通信業(yè)務(wù)，移動(dòng)通信業(yè)務(wù)，國(guó)內(nèi)、國(guó)際通信設(shè)施服務(wù)業(yè)務(wù)，衛(wèi)星國(guó)際專線業(yè)務(wù)、數(shù)據(jù)通信業(yè)務(wù)、網(wǎng)絡(luò)接入業(yè)務(wù)和各類電信增值業(yè)務(wù)，與通信信息業(yè)務(wù)相關(guān)的系統(tǒng)集成業(yè)務(wù)等。2009年1月7日，中國(guó)聯(lián)通獲得了WCDMA制式的3G牌照。

　　 面對(duì)電信重組之后全新的市場(chǎng)環(huán)境，江蘇聯(lián)通在總部的堅(jiān)強(qiáng)領(lǐng)導(dǎo)下，統(tǒng)籌2G/3G，建立3G網(wǎng)絡(luò)、業(yè)務(wù)和服務(wù)領(lǐng)先優(yōu)勢(shì)，大力發(fā)展寬帶多媒體服務(wù)，發(fā)揮全業(yè)務(wù)經(jīng)營(yíng)優(yōu)勢(shì)，整合各類資源，提高經(jīng)營(yíng)效率和客戶服務(wù)水平。

　　 江蘇聯(lián)通10010客服中心成立于2001年7月，并于2008年11月24日完成了與原網(wǎng)通10060客服熱線的整合工作。10010客服中心為使用中國(guó)聯(lián)通業(yè)務(wù)的客戶免費(fèi)提供7×24小時(shí)的業(yè)務(wù)咨詢、信息查詢、投訴建議、業(yè)務(wù)辦理等人工與自助的綜合服務(wù)。我們的服務(wù)承諾是“首問(wèn)負(fù)責(zé)、限時(shí)辦結(jié)”。

　　 江蘇聯(lián)通10010客服中心全省共座席372個(gè),劃分四個(gè)技能組，分別為3G視頻技能組、VIP技能組、移動(dòng)普通技能組、固網(wǎng)普通技能組。中心現(xiàn)有員工637名，其中女性員工、團(tuán)員占全體員工的85%，平均年齡21歲，是一支以女性為主，充滿朝氣、充滿活力的年輕隊(duì)伍。

　　 近年來(lái)中心始終以 “真誠(chéng)沒(méi)有盡頭 服務(wù)沒(méi)有止境”為目標(biāo)，憑著滿腔的熱情、周到的服務(wù)贏得社會(huì)各界的廣泛贊譽(yù)。10010客服中心近年來(lái)多次獲得了南京市、江蘇省和全國(guó)“青年文明號(hào)”和“學(xué)習(xí)型班組”稱號(hào)； 2004年獲得了“中國(guó)最佳呼叫中心”的榮譽(yù)稱號(hào)；2005年被樹為“省級(jí)巾幗示范崗”；2006年的年初獲得了中華總工會(huì)授予的“女職工建功立業(yè)標(biāo)兵崗”；被國(guó)務(wù)院、國(guó)資委，全國(guó)婦聯(lián)評(píng)為中央企業(yè)的“巾幗文明崗”；信產(chǎn)部的全國(guó)用戶滿意電信服務(wù)“明星班組”；同年12月份被中國(guó)聯(lián)通被為“先進(jìn)職工小家”。

China United Network Communications Corporation Jiangsu Branch is a provincial level Branch of China United Network Communications Corporation, and an amalgamation of former Jiangsu Unicom and former Jiangsu Netcom. The new company was registered on October 22, 2008.

China Unicom now possesses modern communications network covering China and even the globe, with its main business categories as following: fixed communication service, mobile communication service, national and international communication facilities services, satellite international leased line service, data communication service, network access service, and various telecommunication value-added services, as well as system integration services related to communication information. On January 7, 2009, China Unicom acquired W-CDMA 3G license.

Being faced with a brand new market after the restructure of China telecommunication companies, Jiangsu Unicom, led by its headquarter, focuses on 2G/3G while establishing the leading advantages of 3G network, 3G operations and services and making great efforts to develop broad band multimedia services. Taking advantages of providing package services and integrating all kinds of resources, China Unicom is committed to enhancing the operation efficiency and customer services.

Jiangsu Unicom 10010 customer service center was established in July, 2001, and successfully completed the integration with the former Netcom 10060 customer service hot line on November 24, 2008. Now 10010 customer service center provides Unicom customers with 24h/7 operator and selp-help services of business query, information inquiry, complaint and suggestion, and business processing, all for free. Our service commitment is “all staff can answer any inquiry of customers and process the business within shortest time possible”.

Covering the whole province, Jiangsu Unicom 10010 customer service center has 372 seats for service staff, grouped into 4 technique groups, which are respectively 3G video technique group, VIP technique group, mobile normal technique group, and fixed network normal technique group. Today, the center has 637 employees in total, among whom 85% are women with an average age of 21. It is truly a young, energetic and brilliant team.

In recent years, adhering to the principle that “sincere service has no end and limitation”, the center builds its name in the industry as well as in the whole society. 10010 customer service center has been awarded “Outstanding Youth Organization” and “Learning Group” at the municipal, provincial and even national level for several times. In 2004, the center was entitled “The Best Call Center in China” and in 2005, “Provincial Women Example Organization”. 2006 witnessed the fact that the center was selected as “Outstanding Woman Performance Example Organization” by China Federation of Industry and Trade, “Outstanding Woman Employees” by Chinese State Council, The State-owned Assets Supervision and Administration Commission of the State Council and the All-China Women's Federation, “Star Organization of Telecommunication Services” by Information Industry Ministry of China, and “Employees’ Home” by China Unicom headquarter.