Since its establishment one year ago, the 10106600 Call Center of Panda has continuously improved its service functions. At present, the center receives more than 30,000 phone calls each day and enjoys a customer satisfaction rate for services of over 98%, making the Panda’s image of quick and convenient service increasingly prominent.
As a key facet of Panda’s image, the 10106600 Call Center is a sign of modern service and is a primary focus of the group’s leaders. During the early period of the center, management and personnel went to other companies to investigate and study advanced operation and management techniques, in order to enable platform to develop on schedule. At the same time, the pre-post training was given to newly recruited operators. The center created the “respectful, rapid, satisfactory, and better” services ideas, laying a solid foundation for future development.
Since the establishment of the center, its personnel have been regarding perfecting the brand image as their most fundamental task and pushing themselves to perfecting of hot-line services. As a young team, the center set high standards, aiming to improve the service quality of operators in such areas as service ideas, servicing skills and specialized knowledge. The center is a complicated system with high technical requirements. In order to master the system as soon as possible and make continuous improvement, the staff devote themselves to the system operation, giving up many holidays and festivals, and reporting relevant issues to the management. It is through such unity and enterprising spirit that the call center grows so fast.
After over a year’s operation and improvement, the call center has embarked on the right path, realizing the project’s goals of national uniform call, acceptance, service standard and supervision. In addition, it has dispatched service and support to 698 television service suppliers throughout the country.
The Group plans to establish a uniform customer service system by the end of the year, aligning its after-sales service to the 1010 6600 Call Center and to optimize the group’s customer service work. All Panda products will then be handled by the call platform’s te uniform service coding, service acceptance, and service standard, to create a new image for the Group and Panda brand. |
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