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.

Yuchai Call Center

In 10 years, what does this mean for the Yuchai Call Center? Let us first look at a set of data.

With 60 seats, the total call volume has jumped from 441,153 in 2009 to 545,733 in 2013. The total number of connections has climbed from 65,532 times in 2004 to 399,284 in 2013, and the daily traffic volume has reached more than 5,000. Times...

Every time an incoming call comes in and an outgoing call, the user can feel the love from Yuchai; each problem is solved and Yuchai is more aware of the user's voice. And these are all inseparable from the call center.

Practical and diligent

“Before the call center was established, Yuchai’s machine had a service hotline, which was 0775-3289000. Since there was no call system at the time, it could only be handled manually and the consultation results were poor. By the mid-1990s, Yuchai’s machines had been opened. 800 phones, when mobile phones were not widely used, only landline calls, coupled with the lack of call system, the effect is not good.In this context, Yuchai machine set up a call center, opened the 95098 customer service short number and continuously upgrade the call system We have opened up a platform for efficient communication between users and Yuchai Machinery, said Yu Haijun, director of customer service center of Yuchai Corporation.

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

"Every company is doing services and there are service hotlines, so where do the gaps come from? I don't think there are any superb skills in this one. They all come from practical diligence and strong execution." Yan Haijun thought: "Specifically Yuchao Call Center, I summed up is to track closed-loop, quality monitoring, 24-hour guarantee smooth, all artificial answer."

These are simple things to say and it is not easy to do it. It should be noted that Yuchai’s ownership in the country has reached more than 4 million units and there are a wide range of engine products involving trucks, passenger cars, agricultural machinery, power generation, and ships; at the same time, Yuchai has 35 offices and 3000 in the country. Many service stations will eventually implement the needs of users, and the workload of call centers can be imagined.

The more complicated the work, the more powerful the implementation is. “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 that: "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, When 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.Third, for the complaint, 100% assessment related At the same time, the call center opened a morning meeting every day to point out the lack of handling by the operator. In addition, the call was completely recorded so that the quality of the problem could be checked at any time."

Service Customer Service Company

Such a highly capable team has made outstanding contributions to Yuchai's machines. So far, Yuchai's market size has reached 3.5 billion yuan, which is inseparable from the engine body, but also can not do without the efficient after-sales service. Among these, 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 took the initiative to carry out our work. For example, we launched the '3+2' campaign this year." Yan Haijun told the "Commercial Automotive News" reporter.

The so-called "3+2" is Yuchai's launch of a maintenance and repair program. The user's first maintenance can obtain materials and working hours donated by Yuchai; second, third and fourth maintenance, if the user uses Yuchai's materials. Into the Yuchai service station, then the fifth Yuchai also give free maintenance. When this activity is carried out, each time the user performs a maintenance, the system will record it and then send the information to the system of the call center, so that the call center will send an SMS to remind the user of the number of maintenance.

“The reason why such activities are carried out is to provide users with benefits and improve user satisfaction on the one hand; and on the other hand, it is necessary to create revenues for service stations and improve the benefits of service providers. Only if the benefits increase, the service body will become more loyal to Yuchai. Yuchai's service network will be more robust. '3+2' can effectively improve the user's return rate, guide users to multiple service stations, and use more factory parts,” he said.

Full system and personnel upgrades

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

“National IV truck service is the focus of our work this year. The IV vehicle adopts an electronically controlled engine and an additional post-processing system. The requirements for personnel skills will increase by a big one. In addition, according to the design, an average of 10,000 engines will be sold. To add one seat for traffic, Yuchai sells more than 500,000 units a year. Therefore, we must enrich the workforce and plan to reach 50 to 80 seats within a year or two.” He said: “The new employees are mainly from Two parts: First, direct recruiting from colleges and universities; Second, recruiting service managers. Both groups have rich professional knowledge reserves and can better serve the country IV era.” Yan Haijun introduced.

Yuchai Engine

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

The call center is already working on this task.

“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 the APP.In addition, there are information query, fault repair, business consulting, booking service, user location, information collection, service process monitoring, management scheduling and other functions, this work will have greater progress this year. In terms of customer care, we are supporting E stewards and will send engine and vehicle conditions back to Yuchai in real time, and then determine if there is a fault based on these data. If failures are detected, we will contact the users. In terms of marketing, we want to The establishment of an e-commerce platform associated with the service station is mainly developed in the field of high-grade lubricants and accessories and is linked to a customer service center. This work is already underway and will be launched in 2015.” Yan Haijun told the “Commercial Automotive News” reporter: “ The workload for each plan is very large, and it is systematic development."

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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