CRM: A flower on the green leaves of Call Center - visit China Ping An Insurance Company Suzhou Customer Service Center
Wang Yongqiang 2003/01/21
CRM a beautiful IT noun, a bride's emergence, countless IT company compensation, dreams. However, when you seriously have seen a call center with 23 million customers, you will find that this new graceful brilliance may be because wearing someone else's dowry, perhaps because the environment is accompanied by such petite. First, the image of the big company: a company with a profit of the customer service, can have no future intelligent commercial system, or there is no ERP, but there must be a contact phone that is all-pass - it is " "Call Center". You can call it "Call Center", but the current user is tend to call it "Customer Service Center". Because the purpose of this center is 24 hours uninterrupted to our customers. Close to the Pingbao Suzhou Customer Service Center, you seem to take the river behind the summer rain, the phone is really "frog sound". This investment of more than 10 million yuan is a base of more than 10,000 square meters. It is a neural center and resource scheduling center. It has a customer, and other tentacles extend to the salesman, the company's data center, various functions, and branches from all over the country. Achieving the national No. 1 access, internal treatment can also travel all over the country; it is both a business consultant, a complaint station, and a platform to achieve centralized sales policy. Second, the customer satisfaction, here is the warmth of service to set the center in Suzhou, in addition to the development advantage of the Yangtze River Delta, also taken into account the language factors. The sound of the language is important to the customer's feelings, and Suzhou people's speech is gentle and generous, which is conducive to complaints and calls. This is not available in the CRM software. Customer satisfaction is also manifested as the efficiency and responsibility of service. The toolbar on the computer interface of the customer service center can do this, two important buttons: information center and collaborative work can solve business consulting and cross-regional, cross-sectoral work tasks. Third, the function and background (omitted) of the customer service center (omitted) Basic features: telephone age management, incoming and transfer, traffic monitoring and balance, call identification, voice digital archiving, and common CTI other functions. CRM function: pre-sale consultation, after-sales information update, customer data call, insurance, knowledge base, regional and customer statistical analysis, background association services, online insurance and insurance (e-commerce), policy query, telephone return visit, etc. Fourth, the non-perfection part of the customer service system (omitted) V. Conclusion: CRM: 1/3 is CRM software; 1/3 is a Call Center function; 1/3 is the integration of data and background management system. About the author: Wang Yongqiang UF Software Co., Ltd. CRM (Industry) Division Product Manager Email: Warrenwang19@sina.com
