A few days ago, the 2017 China Best Customer Contact Center and CRM Summit Forum and the Golden Music Award Ten Years Award Ceremony was held in Zibo, Shandong. The Guangdong Provincial Public Legal Service Hotline 12348 won the honor of "2017 China Best Customer Contact Center Award-Customer Service" for its professional and high-quality services. The
Golden Tone Award was founded in 2008. It is currently the only domestic award jointly sponsored by the government and 51Callcenter, the only authorized selection of 4PS contact center international standards, and the guidance and support of the Ministry of Industry and Information Technology and the Ministry of Human Resources and Social Security. "Oscar".
China’s Best Customer Contact Center and CRM Selection Committee adheres to the principles of openness, fairness, and justice, and takes the 4PS international standard strategy and planning, process and operation, personnel and management, performance and experience, technology and platform system methods as benchmarks. Experts’ preliminary evaluation, re-evaluation, mystery phone dialing test, and on-site household evaluation, etc., took 9 months to find out more than 8,000 applicants across the country, and selected more than 6,000 companies and institutions for evaluation, and finally 68 companies were selected. Award-winning units and more than 20 individuals won. Because of its high assessment requirements, rigorous selection and fierce competition, its award-winning companies are all leading units and excellent service units in the industry.
In the field of public utilities and radio and television, three units, the 12348 Public Legal Service Hotline of Guangdong Province, the 96789 Customer Service Center of Guizhou Radio and Television Networks and the Customer Service Center of Northern United Broadcasting Network Co., Ltd. won the "2017 China Best Customer Contact Center Award- customer service".
Equal, professional and convenient services won the Customer Service Award
Guangdong Province 12348 Public Legal Service Hotline, officially launched in December 2015, implements "7×24" hours all year round Mandarin, Cantonese, Hakka, Chaoshan Four language service modes, providing legal consulting services such as contract disputes, labor disputes, criminal matters, land and housing, marriage and family, judicial and administrative services. As of August this year, the total number of services has exceeded 990,000, and the cumulative call time is 5.89 million minutes, accounting for about a quarter of the country. The hotline connection rate and service satisfaction rate both exceed 98%.
Online and offline linkage provides one-stop public legal services.
The 12348 Public Legal Hotline of Guangdong Province not only answers legal consultation questions for the masses, but also provides legal services for people who need legal aid, people’s mediation, and notarization. The order shall be forwarded to judicial administrative departments at all levels for follow-up. As of August this year, the 12348 hotline has generated and supervised a total of 4253 public legal service matters (work orders), of which 240 were group matters (more than 10 people), and 3762 were completed, with a completion rate of 88.46%.
Strictly control service quality
is composed of 32 senior lawyers and 6 quality inspectors to form a quality inspection team, with a total of 68,095 inspection calls, with a sampling rate of 8.40% and a sampling rate of over 98%. 3462 calls were made for unsatisfactory follow-up visits, and 2,926 training sessions were organized, such as account registration standard training, consultation and answering process training, speech skill training and FAQ.
expands service channels
In May 2016, 12348 Guangdong Provincial Public Legal Service Hall went online to August this year, with nearly 130,000 visits, 628 legal service work orders were generated, and a settlement rate of 98.47%. And successively developed WeChat mini programs to realize one-key dialing consultation, and opened 12348 online radio station to provide the masses with legal services such as case analysis and online legal consultation.
Guangdong 12348 hotline won the Golden Tone Award in the call center industry, which is not only an affirmation of past achievements, but also a spur to future development. The Guangdong 12348 hotline will continue to uphold the professional, efficient and convenient service concept, do a good job in the public legal services for the "last mile" of the masses, and promote the construction of the rule of law in Guangdong to a new level.
