95518 Special Line Service of PICC Being Awarded ISO 9001:2000 Certificate of CQC
In February this year, CQC audited 95518 Special Line Service of The People’s Insurance Company of China (PICC) and issued the CQC ISO 9001:2000 certificate as well as the IQNet certificate to this company. This is the first ISO 9000 certificate for Insurance Special Line Service in the insurance industry of China. Therefore, a grand issue ceremony was held on 28 February 2003, and the CQC Vice-President, Mrs. Che Yougao, personally issued the IQNet certificate to the representative of the company.
95518 Special Line Service of PICC was established in 2000, meeting the needs of market competition and various customers, as a link between PICC and its customers. It holds 320 Call Service Centers 1816 lines covering the vast cities and the countryside. 95518 Special Line not only realized the convergence of case pre-contract, consultation, report and complaint, but also offered an indispensable technological platform for innovative customer service. And it is a hub of internal information transmission within the company.
Up to now, with a half year of operation under the ISO 9000:2000 quality management system, 95518 Special Line has got great achievements in every respect. The operation system of the whole Special Line has become more standardized. A recent customer survey showed that the degree of customer satisfaction towards 95518 service approaches 92%.
Under the direction of the quality management system document, all operation procedures of the company have formed a tight circle: 95518 delivers, other departments carry out and through feedback (call-center etc.) the whole procedure is being supervised by 95518. Therefore, 95518 Special Line has boosted the service quality and service level of each department within the company.
CQC - China
