On July 18, 2024, Customer World News: The 2024 Contact Center World Asia Pacific Awards, which spanned half a year, have finally come to a conclusion. The government service hotline team recommended by the CC-CMM Standards Organization achieved remarkable results: After three months of preliminary selections and four days of final on-site presentations, the Shenzhen 12345 Government Service Hotline won the "Best Public Service Gold Winner" in the Asia Pacific region.
The awards are initiated and organized by Contact Center World, the Global Call Center Industry Alliance, which comprises over 250,000+ enterprise members worldwide. Its aim is to disseminate the most advanced operational concepts and share best practices in the call center industry on a global scale. The annual awards ceremony attracts representatives from hundreds of companies across five continents, making it the most academically authoritative annual award ceremony globally and a true "Olympic Games" of the global service industry. The selection process comprises three stages: recommendations from national industry associations and standards certification bodies, pre-selection within continental regions (divided into the Americas, Asia Pacific, and Europe & Middle East), and the global evaluation. Only the leaders in their respective national industries and winners of the intercontinental competitions have the opportunity to participate in the final global finals.
During the six-month evaluation period, the representative team recommended by CC-CMM stood out from over 200 preliminary selection teams and advanced to the Asia Pacific finals, competing with the best call centers from various countries and regions such as Malaysia, Indonesia, Philippines, Fiji, India, and Australia. Ultimately, Project Director 胡捷伦Hu Jielun(Felix Hu), representing the Shenzhen 12345 Government Service Hotline, delivered an on-site presentation that clinched the "Best Public Service" Gold Award. The judges highly praised the contestants' exceptional on-site performance and showcased outstanding cases of government services, commending the rapid development and high management standards in China's government service sector. After the competition, the global call center alliance ContactCenterWorld conducted interviews with the contestants, who also engaged in profound exchanges. They unanimously expressed that this was not only an "Oscar" among call centers but also a catalyst for international industry exchanges, serving as a feast of competition and sharing of best practices within the industry.
The introduction to the hotline that won the ContactCenterWorld award is as follows:
The Shenzhen 12345 Government Service Center is an important bridge for the Shenzhen Municipal Party Committee and Government to connect enterprises and the public, and an important channel for enterprises and the public to consult policies, reflect problems and suggestions. Guided by the ideology of socialism with Chinese characteristics in the new era, we adhere to the people-centered approach and vigorously promote the integration and optimization of various convenient hotlines at the city level within the overall framework of integrated government services, digital government, and smart cities. We provide 24/7 convenient services to 22 million citizens in Shenzhen, and empower them through process optimization, artificial intelligence, and other means to continuously improve the efficiency and quality of handling various demands. We strive to create a convenient, standardized, efficient, and intelligent "general customer service" for government services, and play key roles in urban governance such as the hotline for government information consultation, service staff for livelihood demands, early warning devices for social management, and good advisors for macro decision-making.