Page 45 - 2015 brochure-AmCham's CHRMA
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广东移动客服(广州)中心组织发展
项目简介
广东移动客服（广州）中心隶属于中国移动通信集团最大的分公司：广东分公司。中心历经三个
发展阶段：首先是集中运营，其次是搭建多媒体呼叫中心，第三是建立面向移动互联网的呼叫中心。
目前中心已经成为中国最大规模的呼叫中心之一，现有 2600 名员工，通过各种渠道，包括语音、在
线客服、短信客户等，服务 2600 万客户。每年有 1.4 亿次客户接触机会，并创造 8000 万美元的收入，
已经成为中国服务业的标杆。
China has a population of 1.4 billion people, and half are registered China Mobile customers. China
Mobile was established in 1997, and is now listed on both the NYSE and HKEx. After a rapid
expansion over the past decade, China Mobile is now ranked 87th of Fortune 500 companies, and
has become the biggest mobile operator in the world. The Guangdong branch is actually the biggest
branch, with more than 100 million customers and an annual income of 11 billion US dollars.
Guangdong, which adjoins Hong Kong and Macau, is the southern gate of China. Since their
center’ s establishment in 1999, they've gone through 3 different development stages—the first was
the unified operation, second, the establishment of a multimedia contact center, and third, was the
establishment of the mobile internet contact center. Now, the center is one of the biggest contact
centers in China. There is 2,600 staff, serving 26 million customers via different channels such as
voice, online service, short message service and so on. They have 1.4 billion customer contacts
every year, and the annual income is over 80 million US dollars. They have become the service
industry benchmark of China.
随着员工的年轻化、个性化，容易出现因找不到前景目标而产生压力感、迷茫感、情绪波动甚至导致离职，人员
流失，从组织发展的角度出发，需要调整员工的心智模式，找到适合员工的方向与出口，同时提升员工的相关技能，
让员工找到归宿感同时为组织发展提供人才储备。受互联网思维启发，互联网关注的是“客户体验”，员工就是我们
的客户，那人力资源室承担交互体验设计师角色，搭建“柔性”人力资源管理体系，重点解决员工“期望”与“反馈”
间的平衡问题。
项目简介
广东移动客服（广州）中心隶属于中国移动通信集团最大的分公司：广东分公司。中心历经三个
发展阶段：首先是集中运营，其次是搭建多媒体呼叫中心，第三是建立面向移动互联网的呼叫中心。
目前中心已经成为中国最大规模的呼叫中心之一，现有 2600 名员工，通过各种渠道，包括语音、在
线客服、短信客户等，服务 2600 万客户。每年有 1.4 亿次客户接触机会，并创造 8000 万美元的收入，
已经成为中国服务业的标杆。
China has a population of 1.4 billion people, and half are registered China Mobile customers. China
Mobile was established in 1997, and is now listed on both the NYSE and HKEx. After a rapid
expansion over the past decade, China Mobile is now ranked 87th of Fortune 500 companies, and
has become the biggest mobile operator in the world. The Guangdong branch is actually the biggest
branch, with more than 100 million customers and an annual income of 11 billion US dollars.
Guangdong, which adjoins Hong Kong and Macau, is the southern gate of China. Since their
center’ s establishment in 1999, they've gone through 3 different development stages—the first was
the unified operation, second, the establishment of a multimedia contact center, and third, was the
establishment of the mobile internet contact center. Now, the center is one of the biggest contact
centers in China. There is 2,600 staff, serving 26 million customers via different channels such as
voice, online service, short message service and so on. They have 1.4 billion customer contacts
every year, and the annual income is over 80 million US dollars. They have become the service
industry benchmark of China.
随着员工的年轻化、个性化，容易出现因找不到前景目标而产生压力感、迷茫感、情绪波动甚至导致离职，人员
流失，从组织发展的角度出发，需要调整员工的心智模式，找到适合员工的方向与出口，同时提升员工的相关技能，
让员工找到归宿感同时为组织发展提供人才储备。受互联网思维启发，互联网关注的是“客户体验”，员工就是我们
的客户，那人力资源室承担交互体验设计师角色，搭建“柔性”人力资源管理体系，重点解决员工“期望”与“反馈”
间的平衡问题。
