2009中國最佳呼叫中心入圍、獲獎企業(yè)：新華人壽保險股份有限公司電話(huà)中心
2009/10/15
新華人壽保險股份有限公司
新華人壽保險股份有限公司電話(huà)中心
新華人壽保險股份有限公司成立于1996年8月，是一家全國性大型保險公司，公司總部設于北京，截止2009年上半年，新華保險在全國擁有各級分支機構及營(yíng)銷(xiāo)服務(wù)部1200多個(gè)，公司內外勤人數超過(guò)27萬(wàn)。經(jīng)營(yíng)的產(chǎn)品體系涵蓋傳統保障型產(chǎn)品、分紅類(lèi)產(chǎn)品以及理財功能較強的萬(wàn)能和投連產(chǎn)品。多年來(lái)，新華保險穩居全國壽險市場(chǎng)前列，以強大的實(shí)力和服務(wù)能力為上千萬(wàn)客戶(hù)提供全面的風(fēng)險保障和投資理財服務(wù)。目前，新華保險正在積極打造綜合服務(wù)平臺，將在更廣闊的領(lǐng)域為客戶(hù)提供全面、優(yōu)質(zhì)的風(fēng)險保障和投資理財服務(wù)。
新華人壽電話(huà)中心（95567）成立于2004年底，是新華保險柜面、網(wǎng)站、電話(huà)中心三大客戶(hù)服務(wù)平臺之一。新華人壽電話(huà)中心以人工座席服務(wù)、自助語(yǔ)音服務(wù)、傳真等多種方式，為所有新華客戶(hù)提供7*24小時(shí)的不間斷服務(wù)，服務(wù)于新華1200余萬(wàn)客戶(hù)與超過(guò)26萬(wàn)的業(yè)務(wù)伙伴，承擔著(zhù)從產(chǎn)品咨詢(xún)、保單保全處理到理賠報案的全面服務(wù)任務(wù)，同時(shí)，電話(huà)中心對所有新契約客戶(hù)實(shí)施回訪(fǎng)，是新華全國集中運作的客戶(hù)服務(wù)平臺。
新華人壽電話(huà)中心從技術(shù)、管理、團隊各方面不斷優(yōu)化改進(jìn)，以提供優(yōu)質(zhì)、便捷、可靠的服務(wù)為目標。電話(huà)中心采用業(yè)內最先進(jìn)的IP技術(shù)，是業(yè)內第一家基于IP技術(shù)的集中式呼叫中心。該系統不僅可支持多種業(yè)務(wù)類(lèi)型同時(shí)運作，并且擁有高效全面的后臺管理職能，為新華人壽電話(huà)中心客戶(hù)服務(wù)提供強有力的技術(shù)保障。電話(huà)中心建立了以質(zhì)量管理體系、績(jì)效管理體系、培訓管理體系、人員管理體系，新業(yè)務(wù)拓展和引入體系等為核心的運營(yíng)管理平臺，不斷提升客戶(hù)服務(wù)人員的專(zhuān)業(yè)素質(zhì)和服務(wù)技能，從而樹(shù)立中心優(yōu)質(zhì)的服務(wù)品牌形象。電話(huà)中心重視人才培養，不斷為員工提供多種類(lèi)的培訓機會(huì )和廣闊的職業(yè)發(fā)展空間。通過(guò)開(kāi)展豐富的業(yè)余文化活動(dòng)，充分展示員工的興趣才藝，營(yíng)造和諧、積極、愉悅的團隊氛圍。
新華人壽電話(huà)中心將始終堅持以“客戶(hù)為中心，為客戶(hù)創(chuàng )造價(jià)值，為公司提供價(jià)值”為理念，以創(chuàng )新求發(fā)展，以專(zhuān)業(yè)化的運作為手段，全面提升呼叫服務(wù)水平，在保險行業(yè)電話(huà)中心服務(wù)領(lǐng)域，走出特色之路與發(fā)展之路。
New China Life Insurance Co.,LTD was founded in August 1996, it is a large national insurance company which is headquartered in Beijing. Ended the first half of 2009, New China Life Insurance branches and departments of Marketing Services at all levels across the country are more than 1200. The number of office staff and field personnel is more than 270,000. The product system covers the traditional indemnification products, bonus products as well as the universal products and investment link products which are powerful in investment functions. Over the years, New China Life Insurance has been in the forefront of the entire country life insurance market, and it provides comprehensive risk protection and investment services for the tens of millions of customers with its powerful strength and service capabilities. At present, New China Life Insurance is actively building an integrated service platform which will provides customers with comprehensive and high quality risk protection and investment services in a much wider area.
New China life Insurance Call Center (95567) established in late 2004,
is one of the three New China Life Insurance’s customer service platforms
including counter, website and call center. New China Life Insurance Call
Center serve all the customers of New China life Insurance with 7 * 24
hours non-stop service by service manually, self-voice services, fax and
other methods，it serves more than 12 million customers and over 260,000
business partners of New China Life Insurance. New China Life Insurance
Call Center is responsible for a full-service mission, from the consulting
of product , policy processing to claims reported , while the call center
implements return visits for all new contract customers,it is the national
customer service platform of New China Life Insurance.
New China Life Insurance Call Center constantly improves all aspects from
technology, management and the team, in order to achieve the goal of providing
high-quality, convenient and reliable service. New China Life Insurance
Call Center using the most advanced IP technology in the industry, is
the first IP-based technology centralized call center in the industry.
The system not only supports to a variety of business types operate simultaneously,
and has a comprehensive efficient background management functions, in
order to provide strong technical support for New China Life Insurance
Call Center’s customer service. The Call center established an operation
and management platform with the core of a quality management system,
a performance management system, a training management system, a personnel
management system, a new business development and the introduction system,
it constantly enhance customer service staff’s professional quality and
service skills to build a high-quality service brand image for the Call
Center. The Call Center attached particular importance to the training
of personnel, and continuously provide their employees with a wide array
of training opportunities and broad career development. Through a wealth
of amateur cultural activities, we fully demonstrate employee’s interest
and talent, to create a harmonious, positive, enjoyable team atmosphere.
New China Life Insurance call center will always adhere to the service concept of "customer-centric, to create value for customers, create value for the company", we innovate for development, we raise the overall level of call service by specialized operations. In the call center service areas of insurance industry, we lead the characteristics of development.