10th Anniversary Yuchai Call Center Builds an Efficient Service Platform

In 2014, Yuchai’s call center ushered in its 10th birthday.

Ten years ago, Yuchai Call Center was established. Guangxi Yuchai Machinery Co., Ltd. (hereinafter referred to as Yuchai) became the second company in the machinery industry following Beiqi Futian. Subsequently, Yuchai Call Center officially received the 95098 customer service short number approved by the Ministry of Industry and Information Technology. Yuchai became the first and only company in the manufacturing industry in China that was approved to use five short numbers.

10th Anniversary of Yuchai Call Center

In the 10 years, 60 seats were set up in the Yuchai call center, and the total traffic volume jumped from 441,153 in 2009 to 545,733 in 2013. The total connection volume climbed from 65,532 times in 2004 to 399,284 times in 2013. More than 5,000 times daily traffic... Executive service users and companies

In the past 10 years, Yuchai Call Center has served numerous users and won numerous awards.

Yu Haijun, director of the customer service center of Yuchai Co., Ltd., said, “Every company is doing services and has a hotline. So where does the gap come from? I don’t think there is any superb skill in this area. Strong execution." “To be specific to the Yuchai call center, I sum up it by tracking the closed loop, quality monitoring, 24-hour guarantee, and full manual answering.”

“The service concept of the call center is 'Speaking to be done, doing it must be excellent', and the service work criterion is 'First to be responsible (no responsibility, first service)' and 'First to be responsible for accountability (who accepts, who implements)' He further explained: "Compared with technical personnel, the professional knowledge of call center operators is not rich, but they need to deal with a variety of technical issues. What is the reliance on? Is the process of management. First, If a user calls in to request a service, the call center will return to the user to understand the service within one hour.Second, if any quality problem is received, it must be reported to the company's department within 24 hours. Related personnel.At the same time, the call center will open a morning meeting every day to point out the lack of handling of the operator. In addition, the call is fully recorded so that the quality of the problem can be checked at any time."

Such a highly capable team has made outstanding contributions to Yuchai's machines. So far, the market size of Yuchai has reached 3.5 billion yuan, which is inseparable from the engine body and the efficient after-sales service. Among them, the call center is an important part.

"As a platform for communication with users, the call center will transfer the received information within 24 hours, and quality issues will be reported to the company's leaders every day. Sales information will be immediately transferred to the corresponding office. At present, the call center will probably receive about 1,000 calls each month concerning parts prices, purchase methods, etc. It can be seen that the call centers are very helpful in the sales of lubricants, accessories, etc. In addition to these passive tasks, We also take the initiative to carry out our work. For example, we launched the '3+2' campaign this year," said Yan Haijun. Full system and personnel upgrades

After 10 years, the Yuchai call center is facing new challenges while it is fully loaded.

“The Fourth National Truck Service is the focus of our work this year. The National IV vehicle adopts electronically-controlled engines, and at the same time it adds post-processing systems, which will increase the demand for personnel skills. In addition, according to the design, it will sell an average of 10,000 engines. To add one seat for traffic, Yuchai sells more than 500,000 units a year, so next step we have to enrich the staff and plan to reach 50 to 80 seats within 1 to 2 years.” He said: “The new employees are mainly From two parts, one is to directly recruit from colleges and universities, and the other is to absorb service managers. Both groups have rich professional knowledge reserves and can better serve the four eras of the country.” Yan Haijun introduced.

The system upgrade is performed concurrently with the recruitment. "If we want more proactive services, we must upgrade the system." Yan Haijun explained: "The Yuchai machinery has huge customer resources. If the call center wants to actively tap user needs and sales potential, it must grasp user data and demand information. And these all need system support.” And the call center is already working on this.

“In terms of regular business upgrades, we are developing a set of fault expert libraries, including the principles of faults, inspection methods, and case studies, for the use of operators, service stations, offices, and headquarters. At the same time, we plan to establish the APP’s service stewards and users. Can directly request services through APP, in addition to information query, fault repair and other functions, this work will make great progress this year.In terms of customer care, we are supporting E stewards, real-time engine and vehicle conditions back Yuchai judges whether or not there is a fault based on these data, and if the fault is detected, it will contact the user.In terms of marketing, we want to establish an e-commerce platform associated with the service station, mainly developed in the field of advanced lubricants and accessories. The docking of the customer service center is already under way and it will be launched in 2015.” Yan Haijun said: “Each project has a large workload and is systematically developed.”

Undoubtedly, these tasks will make Yuchai call center a more efficient service platform, benefiting more users and making Yuchai's machines closer to the market.

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