SCP呼叫中心国际标准入围中国政府政策奖励项目
江西省南昌市，中国（2010年4月23日） - 在2010中国（南昌）国际呼叫中心产业发展高峰论坛上，南昌市副市长曾光辉先生宣布，SCP服务能力与绩效标准将作为入驻南昌市国家级高新技术开发区内呼叫中心及服务外包企业的国际认证标准，并对获得SCP认证的企业给予政策性补贴。通过这一鼓励措施的出台，将确保入驻南昌国家高新技术开发区内的呼叫中心及服务外包能够参照世界级的标准提供优质的服务，以提升他们在全球外包市场中的竞争力。
呼叫中心产业的发展是中国现代化战略的重要方面。在为广大公众提供服务方面发挥着重要的作用，并几乎在每一个服务行业都得到了应用。南昌正好位于中国的中部地区，这里将成为中国未来最大的呼叫中心基地之一。南昌高科技园区发展的重点定位于服务外包、软件及其它服务业。 “目前南昌的呼叫中心产业基地正在吸引着来自于美国、欧洲、台湾以及中国大陆地区的世界级企业入驻。”中国呼叫中心产业能力建设管理规范工作组副组长李宝民博士介绍说。
SCP标准是由全球领先的技术公司所组成的联盟所创立的，目的是为了提升服务质量和效率。该标准的内容涵盖客户服务与支持、电子化服务、现场服务及服务人员等方面，它明确了世界级服务和支持的定义，量化了绩效水平，并建立一个持续改进的框架。2010年版本的标准将包括最新的最佳实践范例，这将有助于企业实现、甚至是超越更高的服务质量水平。
目前，已有超过200家分布在世界各地的企业采用了这一得到国际认可的标准，其中包括Advent 软件、CompuCom、EMC、麦克森、Mentor Graphics及NetApp等众多国际知名企业。
曾担任大中华区客户关系管理奖 (Greater China CRM) 活动（2002-2006）评委的 Institute for Service Organization Excellence（美国卓越组织服务学院）主席冯美琳 (Mei Lin Fung) 表示：“就像制造业曾经历的发展历程一样，中国一些有远见的数字化城市正在抓住机遇，建设提供21世纪服务所需的基础设施，摒弃过时的20世纪实践。一场向着全球服务枢纽迈进的比赛已经拉开帷幕。南昌正在通过建立连接和关系以及进行资源投资朝着中国服务行业领导者的目标稳步前进。”
致力于业务流程外包和外包行业研究和指导工作的公司 Ahilia 首席执行官 Amrita Joshi 补充说：“全球对于中国语音类服务的需求非常高，但是却没有足够多合格的企业来满足这一需求。南昌对于 SCP 标准的采纳标志着向提高这个城市在提供优质全球服务体验方面的声誉迈出了重要一步。”
Service Strategies Corporation 简介
Service Strategies 通过提供可确保一贯优质服务和支持的行业标准、培训、咨询和认证项目而提高服务卓越性。全球领先的服务提供商已经采用 Service Strategies 的 SCP 标准，将其作为卓越服务的指南以及成功的基准。垂询详情，请拨打电话858.674.4864，或北美地区免费电话800.552.3058，或访问网站 http://www.servicestrategies.com ，电邮：info#servicestrategies.com (请将#改成@)。
SEE-CMM 简介
SEE-CMM（企业卓越服务能力管理模型标准体系）是全球最有声望的服务和支持会员协会，也是行业领先的认证和培训机构。在由行业专家和从业人士组成的 SCP 国际小组的指导下，SEE-CMM 已成为服务企业和业务流程外包趋势和最佳实践的领先资源。SEE-CMM 以 SCP 国际标准为基础，而 SEE-CMM 标准委员会则致力于维护中国及亚太地区服务行业的利益。SEE-CMM 是 Service Strategies Corp. 的中国业务合作伙伴，是 SCP 标准在中国区的唯一代理机构。垂询详情，请拨打电话0086.10.87641960，或访问网站 http://www.seecmm.com ，电邮：info#seecmm.com (请将#改成@)。
欲知详情，请联系：
媒体联系人
Service Strategies Corporation
John Hamilton
Service Strategies 总裁
电话：+1-858-674-4864
电邮：jhamilton#servicestrategies.com(请将#改成@)
SEE-CMM
郭晨东
SEE-CMM 总裁
电话：+86-10-8764-1960
电邮：info#seecmm.com(请将#改成@)
Chinese Cities to Adopt Call Center Standards Created by Consortium of Technology Companies and San Diego-Based Service Strategies Corporation
Nanchang First Chinese City to Fund Adoption of Internationally Recognized Service Quality Standards
Nanchang, Jiangxi Province, China (May 20, 2010) - Service Strategies Corporation, a leading provider of service improvement programs, and its Chinese partner SEE-CMM, today announced that the internationally recognized Service Capability & Performance (SCP) Standards are to be adopted by Chinese cities to ensure service quality for Call Centers. Call Center development is a key aspect of China’s modernizing strategy. These service operations play an essential role in serving the public and are required to help support commerce in almost every business sector.
Guanghui Zeng, vice mayor of Nanchang made the announcement at the recent 2010 China (Nanchang) International Call Center Industry Development Summit. Nanchang is the first city to adopt the standards as a means to guarantee that Call Centers in the Nanchang National High-Tech Development Zone are able to deliver high quality service , thereby ensuring that they will be competitive in the global and home outsourcing market.
Nanchang is suitably located in the central region and is deemed to become the largest Call Center base in China. The Nanchang High-Tech Zone is focusing its resources in the outsourcing, software and services industries. “Currently the Call Center industry base in Nanchang has attracted the world’s top US, European, Taiwanese and Chinese companies,” said Baumin Lee, deputy director of the China Call Center Industry Development Management Standards Committee.
Created by a consortium of leading technology companies and Service Strategies Corporation, the SCP Standards were designed to improve service quality and effectiveness . The standards, which address customer support, eservice, field service, and professional service disciplines, define best practices for delivering world-class service and support , quantify performance levels, and establish a framework for continuous improvement .
Currently, over two hundred organizations around the world have adopted the internationally recognized standards including Advent Software Inc., CompuCom Systems Inc., EMC Corp., McKesson Corp., Mentor Graphics Corp., NetApp and many others.
“Far-sighted digital cities in China are seizing the opportunity to create the infrastructure required to provide 21st century services unburdened by outdated 20th century practices, just as has already occurred in the manufacturing sector,” said Mei Lin Fung, chairman of the Institute for Service Organization Excellence, a judge (2002-2006) in the Greater China CRM Awards. “The race is on to be a global service hub. Nanchang is on the right track by making the connections, building the relationships, and investing the resources to be one of the leaders in China’s service industry.”
Amrita Joshi, CEO of Ahilia, a company that performs research and guidance in the BPO and Outsourcing industry, added, “Global demand for Chinese voice related work is high but there are not enough qualified companies to supply the demand. Nanchang’s adoption of the SCP Standards is a significant step towards enhancing the city's reputation for delivering a high quality global service experience”
About Service Strategies Corporation
Service Strategies advances service excellence by providing industry standards, training, consulting and certification programs that ensure delivery of consistent, high-quality service and support. The world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a benchmark measure of success. For more information, call 858.674.4864 or toll free in North America 800.552.3058, visit www.servicestrategies.com or email info#servicestrategies.com (请将#改成@).
About SEE-CMM
SEE-CMM (Service Enterprise Excellence Capability Management Model) is the world most prestigious Service and Support membership association and the industry’s premier certification and training body. Guided by the SCP international panel of industry experts and practitioners, SEE-CMM is the leading resource for Service Enterprise and Business Process Outsourcing trends and best practices. The SEE-CMM is based on the SCP (Service Capability & Performance) International Standard and the SEE-CMM Standards Committee looks after the interests of the service industry in China and Asia Pacific. SEE-CMM is the Chinese business partner for Service Strategies Corp., representing the SCP Standards program. For more information, call 0086.10.87641960, visit www.seecmm.com or email info#seecmm.com (请将#改成@).
Press Contacts
Service Strategies Corporation
John Hamilton
President, Service Strategies
Phone - 858.674.4864
Email - jhamilton#servicestrategies.com(请将#改成@)
SEE-CMM
Guo Chendong
President, SEE-CMM
Phone - 0086.10.87641960
Email - info#seecmm.com(请将#改成@)