Publicity and implementation meeting for the guida

The publicity and implementation meeting of "call center service quality and operation management guidance requirements" was held in Beijing

on June 27, the publicity and implementation meeting of "call center service quality and operation management guidance requirements" co sponsored by the communication development department of the Ministry of industry and information technology and the China Communications Enterprise Association and organized by the value-added service professional committee of the China Communications Enterprise Association was grandly held in Beijing. Nearly 200 people attended the publicity and implementation meeting, including leaders from the communication development department of the Ministry of industry and information technology, leaders of the China Communications Enterprise Association, leaders of provincial communications administration bureaus, representatives of self built and outsourced call center enterprises, and industry experts

this publicity and implementation meeting aims to better publicize and promote the "call center service quality and operation management guidance requirements (trial version)" (CCSO, hereinafter referred to as the "guidance requirements"), and strengthen the understanding of the call center industry on the importance of the construction of call center service specifications. The guidance requirements is the only normative system in China that is issued by authoritative institutions specifically for the service and operation management level of call centers and can be implemented with reference. It was drafted under the leadership of the value-added services Professional Committee of China Communications Enterprise Association and officially released by China Communications Enterprise Association on March 12, 2012, The preparation of the guidance requirements is strongly supported by the communication development department of the Ministry of industry and information technology due to the fierce competition in China's traditional plastic bottle packaging market

at the meeting, experts from the value-added services Professional Committee of China Communications Enterprise Association gave a presentation and interpretation of the guidance requirements, and made a preliminary plan for the training, verification and other work to be carried out by the special committee in the field of call centers. The guidance requirements are applicable to the daily operation and maintenance management of all types of call centers, as well as the evaluation and management of the service quality of call centers. The content covers the basic and key elements of call center planning and development direction, personnel management, on-site management, process management, performance management, customer value and satisfaction, tools and technology, and is specifically targeted at the network and information security Users' rights and interests protection and other aspects put forward corresponding requirements

Xieyuqi, director of the communication development department of the Ministry of industry and information technology, made an important speech. She pointed out that the guidance requirements referred to the current international advanced standards of the call center industry and absorbed the experience of China's call center development for more than ten years. It is the crystallization of the wisdom and experience of the center industry that the handling fee to be paid for call surrender is calculated according to the proportion of the extracted account value. The guidance requirements, aiming at the current situation of call center operation and management in China, is based on improving the operation and management level of domestic call centers and improving operation performance, and has universal guiding significance for the operation, management and development of call centers in various industries in China. She also pointed out that the provincial, district and municipal communications administrations can comprehensively mobilize government supervision, enterprise self-discipline and social supervision. What we need to do is to carefully consider the favorable factors of all parties, rely on the strength of social and communications industry associations, do a good job in the publicity, implementation and implementation of the guidance requirements, and strengthen the supervision of call center enterprises and markets

Qian Jinqun, vice president of China Communications Enterprise Association, said that the association would do a good job in the publicity, implementation and implementation of the "guidance requirements". Around the "guidance requirements for poor toughness of materials", actively carry out the training of call center enterprises and personnel, so as to improve the quality of enterprises and call center personnel and enhance the good image of the call center industry. At the same time, in the enterprise verification of the guidance requirements, on the one hand, it is necessary to verify the level of the enterprise in the service quality and operation management of the call center, on the other hand, it is necessary to find the contents that need to be improved in the guidance requirements through verification, so as to lay the foundation for further upgrading the guidance requirements to national standards in the future. Based on the principles of voluntariness, public welfare and reasonable fees, the association will carry out training and verification work openly, fairly and impartially, and make new contributions to the rapid development of China's call center industry

representatives of the Provincial Communications Administration Bureau and call center enterprises also said at the meeting that the release of the guidance requirements will help improve the operation and management of the call center in scientific, standardized, standardized and other aspects, and accelerate the healthy development of the industry