September 19 this year marks the 20th anniversary of the opening of the China Life Insurance Company Limited(601628) 95519 customer service line. On September 19, 20 years ago, after four months of trial operation in 349 cities, China Life Insurance Company Limited(601628) 95519 customer service line was officially opened nationwide. 95519 customer service representatives use a warm voice and a telephone line to build a bridge between China Life Insurance Company Limited(601628) and customers, spreading love and responsibility to thousands of households.
20 spring and autumn, 7305 days and nights, providing 1.186 billion telephone services. 95519 uses a telephone line to build a warm bond. “Hello, China Life Insurance Company Limited(601628) , how can I help you?” The sweet voice, accompanied by the warm smile on the phone, seems to break the gap of space. In just three or four minutes, all insurance consulting or claim settlement customers feel sincere warmth and bring them down-to-earth and considerate services.
95519 hotline has been connecting the people for 20 years and walking together with the people. No matter during the day or night, no matter during festivals and holidays, or during special natural disasters such as earthquake, typhoon, epidemic situation and flood… We have continuously provided simple, high-quality and warm services for the people. This hotline has never been interrupted since it was opened. This telephone line connecting the people has been connected for 20 years. Whether it is business consultation or crisis rescue, this hotline has been duty bound to provide sincere services to the general public since its opening.
What do they look like on the other end of the phone? Walking into China Life Insurance Company Limited(601628) 95519 customer contact center, what you see is a busy and orderly work scene: one after another, the response sound and the crackling sound of hitting the keyboard come out from each grid. In each cell, each customer service representative, who unifies their tooling, wears earphones and always smiles, listens, responds, taps the keyboard and carefully records and handles. Although you can’t see their appearance clearly, they are strange, but they haven’t changed their mind in the past 20 years. They adhere to the customer-centered service concept of “professionalism, sincerity, moving and Surpassing”, and are like the personal service housekeeper around them to provide intimate and warm services for customers.
Busy, China Life Insurance Company Limited(601628) 95519 customer contact center is normal. Due to special posts, the customer contact center of the whole system implements 24-hour telephone service throughout the year, and more than 66000 calls for various services are received every day. During the peak period of the day, there are more than 4500 calls every 15 minutes on average. Specifically, individuals may receive up to 120 calls a day. Under the overloaded work volume, the contact center is still in order. With a solid business foundation, the customer service representatives have patiently answered, carefully recorded and dispatched documents in time. The manual connection rate is 98.99% and the customer satisfaction is 98.17%.
Over the past 20 years, we have adhered to cultural guidance and enhanced cohesion Beijing Dynamic Power Co.Ltd(600405) spring. We will not relax our normal service, nor panic in emergency response, so as to achieve orderly, positive response and calm response, and highlight the level of service specialization. Over the past 20 years, we have strengthened our cultural self-confidence, accumulated excellent service spirit, won customers’ comfort, confidence and peace of mind with love, sincerity and care, and provided customers with emotional, warm and diversified high-quality services.
At present, China Life Insurance Company Limited(601628) 95519 has been upgraded from a call center providing traditional voice services to a multimedia customer contact center integrating multi-contact and diversified services such as telephone, app, official wechat, SMS, e-mail and letter. A number of service functions of the China Life Insurance Company Limited(601628) 95519 customer service line have been newly upgraded.
Including: national customers uniformly accept . Customers can query the insurance policy by dialing 95519 in any region of the country. The agent can directly accept the answers. Customers do not need to dial local 95519 again; group customers transfer without feeling , China Life Insurance Company Limited(601628) customers in the group can dial 95519 by one button directly, so as to truly achieve “one customer, one national life”; intelligent voice navigation service realizes speech recognition, semantic understanding and speech synthesis through natural human-computer interaction, so as to directly appeal with one sound; caring for the elderly continues the traditional service mode for the elderly. For elderly customers over 65, dial 95519 customer service hotline, which can be directly transferred to manual customer service; the new form of return visit is diverse . The convenient and fast electronic return visit has covered new forms of insurance, SMS verification code, face recognition and other measures to ensure the authenticity of the return visit and protect the rights and interests of customers.
20 years of extraordinary ingenuity, 20 years of wind and rain, 20 years of spring and autumn fruit, so that good service can reach a far future. China Life Insurance Company Limited(601628) 95519 will adhere to the customer-centered service concept of “professionalism, sincerity, moving and Transcendence”, inherit and carry forward the excellent corporate culture, convey love with smile, convey true feelings with service, convey temperature with sound, and guard the people’s happy and beautiful life.
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