2009中國最佳呼叫中心入圍、獲獎企業(yè)：攜程旅行網

2009/10/15

攜程旅行網

　　攜程創(chuàng)立于1999年，總部設在中國上海，服務網絡覆蓋國內50多個城市。作為中國領先的綜合性旅行服務公司，攜程旅行網成功整合了高科技產業(yè)與傳統(tǒng)旅行業(yè)，向超過2500萬注冊會員提供集酒店預訂、機票預訂、度假預訂、商旅管理、特約商戶及旅游資訊在內的全方位旅行服務，被譽為互聯(lián)網和傳統(tǒng)旅行業(yè)無縫結合的典范。

　　作為攜程核心業(yè)務的攜程呼叫中心，是中國第一家大規(guī)模的全天候、全年無休的旅游服務中心，超過4000個坐席、5000位服務人員隨時為國內外商旅、休閑客戶提供一站式預訂服務與增值服務。隨著08年底南通呼叫中心的正式啟動，攜程呼叫中心在2010年還將新建10000個坐席。

　　 先進的管理和控制體系是攜程旅行網的核心優(yōu)勢之一，攜程將服務過程分割成多個環(huán)節(jié)，以細節(jié)的指標控制不同環(huán)節(jié)，并建立了一套測評體系。呼叫中心憑借服務2.0的利器，通過平衡計分卡、313個質量缺陷指標、部門KPI分析等高科技和科學的管理，同時還將制造業(yè)的質量管理方法——六西格瑪體系成功運用在旅行服務業(yè)，在保證攜程服務穩(wěn)定精密的前提下，不斷地挖掘、研究客戶體驗。依靠這些先進的服務和管理系統(tǒng)，為會員提供更便捷和高效的服務。

　　 攜程呼叫中心5000名員工，始終秉承著以客戶為中心的理念，堅信細節(jié)鑄就品牌，服務創(chuàng)造精彩，以專業(yè)和熱情的服務迎接著每一位國內外客戶。

Ctrip was founded in 1999 with headquarters in Shanghai. Ctrip has over 9,000 employees and maintains a service network covering over 50 cities throughout China.

Ctrip pioneered the use of advanced computer technology in China’s travel industry and quickly rose to become China’s leading provider of online travel products and services. Today, over 25 million registered members use Ctrip.com to book hotel stays, flights, vacation packages, rental cars and arrange other travel services, including Ctrip Corporate Travel Management.

Ctrip has one of the largest call centers in China, with over 4,000 customer service representatives providing 24-hour one-stop travel services to corporate and leisure travelers all year round. In 2008, Ctrip started building a new call center in Nantong and by 2010 there will be another 10,000 new customer service representatives.

Advanced management and evaluation systems are Ctrip's key competitive advantages. Ctrip disseminates each process into sub-processes and applies target management to improve each sub-process.

Ctrip has utilized the latest scientific and technological evaluation and management tools including Service 2.0, Balance Scorecard, 313 Quality Defect Indexes and Department KPI Analysis. In addition, it is the first service company to have successfully implemented the Six Sigma methodology typically applied in the manufacturing industry. These systems enable Ctrip to provide more convenient and efficient services to customers.

Ctrip is always working to improve the customer's experience in order to maintain quality and provide the best possible services. All our customer service representatives provide our domestic and international customers with the same level of friendly and professional assistance.