廣州誠伯信息有限公司
成立于1997年的廣州誠伯信息有限公司，是國內(nèi)較早從事專業(yè)外包式呼叫中心服務(wù)提供商之一。
首期投資的設(shè)備Avaya Definity G3Si，涵蓋了呼叫中心所有功能：PBX、CTI、IVR、CMS，并配以SUN 小型機(jī)作為數(shù)據(jù)庫（Oracle）及應(yīng)用程序系統(tǒng)。為適應(yīng)電子商務(wù)的需求，更選用多一臺Sun 小型機(jī)作為與金融系統(tǒng)的連接門戶（Gateway）。誠伯呼叫中心在初期不僅具備世界領(lǐng)先技術(shù)的整套呼叫中心設(shè)備，并實(shí)現(xiàn)了電話在線實(shí)時支付功能。
在誠伯呼叫中心后續(xù)發(fā)展的幾年內(nèi)，我們又不斷在原有設(shè)備上進(jìn)行多次擴(kuò)容和升級，并增加了互聯(lián)網(wǎng)呼叫中心功能（Internet Call Center）、全程錄音設(shè)備等。在2001年，伴隨誠伯佛山呼叫中心的投入使用，由于采用了現(xiàn)今世界上最先進(jìn)的智能路由選擇(Best Service Routing)功能，不僅使整個呼叫中心的處理能力幾乎提高了一倍，更重要的是廣州、佛山呼叫中心的互聯(lián)使誠伯呼叫中心在性能上更安全、更可靠、更穩(wěn)定。
憑借誠伯公司的技術(shù)和設(shè)備實(shí)力，我們?nèi)轿粸樯鐣餍袠I(yè)提供專業(yè)呼叫中心解決方案包括：服務(wù)外包，系統(tǒng)集成以及顧問咨詢。
我們的主要客戶包括：廣東移動通信有限責(zé)任公司廣州分公司、佛山分公司、順德分公司、韶關(guān)分公司、清遠(yuǎn)分公司；世紀(jì)龍信息網(wǎng)絡(luò)（21CN）有限責(zé)任公司；廣東省廣電集團(tuán)；廣州電力工業(yè)局；廣東省銀行卡網(wǎng)絡(luò)服務(wù)中心；中國銀行廣州市分行；廣州市思萬得科貿(mào)公司；廣東從興公司；香港柏克信息科技有限公司；廣州電視臺以及南方日報、新快報等各大報業(yè)集團(tuán)。
在未來，誠伯公司將本著“最大滿足客戶需要”的宗旨，不斷提高服務(wù)和技術(shù)能力，力保在呼叫中心領(lǐng)域的領(lǐng)先地位。
Channelbeyond Customer Care Co., LTD is the first established call center system integration and service provider in China.
We introduce the world-class call center technologies from Lucent Technologies. We are holding the new concept of customer care. We never stop our pace on researching and developing, and obtain a qualification as a Lucent Technologies' ISV.
Our experienced staffs, hand-in-hand working in the fields of developing, service managing, marketing, as well as our well-trained operators, dedicate to offering help for our clients from all businesses, and organizations, who need to establish their call centers, handle a quantity of inbound and outbound calls, and transmit information.
With our specialized facilities, excellent human resources, valuable expertise, and innovative and serious working spirit, we put our whole hearts both in our business and your business.
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袁夢 |
計算機(jī)碩士，1987畢業(yè)于武漢華中科技大學(xué)后在廣州中山大學(xué)計算機(jī)系任教，曾擔(dān)任計算機(jī)系應(yīng)用專業(yè)黨支部書記兼教研室副主任。1993年調(diào)往中國南方航空公司國際業(yè)務(wù)處負(fù)責(zé)國際市場數(shù)據(jù)自動化應(yīng)用工作。1997年前往美國進(jìn)修。1998年任廣州誠伯信息有限公司總經(jīng)理至今，經(jīng)歷了誠伯呼叫中心的建設(shè)、完善及發(fā)展的全過程，在此期間領(lǐng)導(dǎo)并參與了包括銀行支付網(wǎng)關(guān)、銀聯(lián)票務(wù)、全球通秘書服務(wù)、21CN網(wǎng)上在線客戶服務(wù)和BSR等大型項(xiàng)目的開發(fā)和運(yùn)營。領(lǐng)導(dǎo)誠伯呼叫中心從零開始到現(xiàn)在近800名客戶服務(wù)代表、250個座席、日處理電話量約13萬次。其豐富的呼叫中心的運(yùn)營、管理和和市場拓展經(jīng)驗(yàn)，使其對中國呼叫中心的應(yīng)用和發(fā)展有著深刻的認(rèn)識。
Michelle Yuan: General Manager, Channelbeyond Customer Care Co. Ltd.
After received Master degree of Computer Science at Wuhan Huazhong Science and Technology University in 1987, Mrs. Michelle Yuan became an instructor of the Computer Science Department in Zhongshan (Sun Yat-Sen) University. During this period, she acted as the Secretary to the Application Branch of the Department of the Chinese Communist Party, and at the same time the deputy director to the Branch. At the end of 1997, Mrs. Yuan was dispatched to The International Business Department of China Southern Airlines, taking in charge of the Auto Data Application to the International Market. In 1997, she went to United States to attend an advanced course. In 1998, She came back to China and was appointed as the General Manager of Channelbeyond Customer Care Co. Ltd. During these years, Mrs. Michelle Yuan led her colleagues to go through the process to establish, develop and manage a call center. She also participated in many large projects, including Bank V-Pos gateway, Bank-union ticketing, Secretarial Service in Chinese (which is a value-added service offered by GMCC), 21CN Internet call center and BSR etc. Now Channelbeyond’s call center has 250 seats, almost 800 agents, handling nearly 130,000 inbound calls per days. From the first beginning Channelbeyond was founded to now, Mrs. Yuan acquired fluent experiences how to manage and operate a call center. She has very specific opinion to the application and development of call center in China.
報告題目：如何經(jīng)營外包式呼叫中心
Title: How to manage an outsourcing call center
報告提綱：
Outline:
呼叫中心的社會形態(tài)
The Social Configuration of Call Center
專業(yè)外包式呼叫中心
A Professional Outsourcing Call Center
外包式呼叫中心的優(yōu)勢
The Advantages of an Outsourcing Call Center
經(jīng)營外包式呼叫中心的成功關(guān)鍵
The Key to Successfully Operate an Outsourcing Call Center
外包式呼叫中心的利潤空間
The Profit to Operate an Outsourcing Call Center
外包式呼叫中心所面臨的困難
The Difficulty to Operate an Outsourcing Call Center
外包式呼叫中心的前途
The Future of an Outsourcing Call Center