July 2009: IB's Telephone Banking (95561) Underwent an Overall Upgrade

In July 2009, Industrial Bank's (IB's) telephone banking (95561) underwent an overall upgrade. After the upgrade, the number of operators and the self service line supported by the customer service system of IB were further expanded, and the marketing capacity, multi-channel interaction capacity, transaction handling capacity, and the operational management were further improved. The bank has preliminarily established an all-round integrated service platform featuring the following functions: business consultation and care, product marketing and transaction, investment financing, personal loan collection, and VIP value-added service, etc.

It is understood that IB's upgrade is an important measure for fully implementing the customer-centered concept and for meeting the requirements of customers. Since the upgrade, the telephone banking system has expanded with new functions: gold trading and intelligent call deposit (convenient interest accrual) and has a broader coverage - the customer service connotation is more plentiful. A customer may make use of the comprehensive gold trading services, such as, applications for and inquiries of gold trading, deposit transfers, applications for taking delivery, all by dialing IB's telephone banking number (95561); conveniently managing their gold investments from home - relaxed gold trading. The customer can also conveniently and easily carryout intelligent call deposits (convenient interest accrual) registration, modifications, cancelations, inquiries and withdrawals, all through using the 95561 operator service. After registering for the intelligent call deposit (convenient interest accrual), deposits in the account will accrue interest income far higher than the interest of a current account, while enjoying the convenience of a current account.

During this round of upgrading - in order to improve customer experience - IB combined the advantages of telephone banking, internet banking and mobile banking's interactive services, and released multi-channel linked services - online customer service and SMS notification - making the service instruments more diversified and human oriented. Using the online customer service, the customer can contact a 95561 customer representative on the internet, and can enjoy the 95561 safeguard service whilst operating any internet banking business. Using the SMS notification service, the customer will receive an SMS notice sent from 95561 to inform the customer of account changes following his/her transaction account changes resulting from the service use, such as, fixed-current transfers, intelligent call deposits (convenient interest accrual), withdrawals, directional transfers, and fund transactions. In this way, the service may help to provide multiple safeguards for account security.

It is reported that, in order to offer better services and feedback to the vast e-banking customers, IB is conducting a series e-banking campaigns - “fabulous e-life; marvelous gifts” - allowing customers to experience convenient services, such as, IB e-banking “hotline IB” (telephone banking), “online IB” (internet banking), and “wireless IB” (mobile banking). Participants will have the opportunity to win an IPOD, a digital Apple product worth up to RMB 2,009. IB's telephone banking has always been committed to improving its professional service level and expanding its service fields to meet the increasingly individualized and diversified requirements of customers. You will find everything you want by calling 95561.

May 2009: Industrial Bank's 95561 Telephone Banking Was Comprehensively Upgraded

With many years' quiet devotion, the service brand strategy of IB's customer service center has begun to bear gratifying results. In May 2009, the IB customer service center (95561) won the “2009 China Best Call Center Prize” jointly appraised by the China Customer Relationship Management (CCRM) Committee of the China Federation Association of IT Promotion and the CCCS Standard Committee of Customer Relationship Center. In addition, Director Fan Guihua and Deputy Senior Manager Ding Meilin of the customer service center won the “Outstanding Contribution to 2009's China Call Center Industry” and “2009 China Best Manager of Call Center” awards respectively.

January 22, 2009: Industrial Bank's Customer Service Center Successfully Implemented Its Six Sigma Program

On January 22, 2009, the IB customer service center (95561) smoothly implemented its six sigma program. The program covers various levels of management and operations of the customer service center, including streamlining the entire process and index system construction, call-in and call-out optimization, IVR optimization, as well as sub-processes optimization such as quality control, training, complaint handling, shift arrangements, marketing, and new product design.

Through implementing the six sigma program, the IB customer service center has streamlined and optimized the current overall business management and operational process. Firstly, strategic targets have been further clarified, and by streamlining the business process system the efficiency and availability of the business process system has been improved. Secondly, by training the employees' awareness of processes and data, the “process bank” working model has been formed. Thirdly, with the sustainable optimization of core processes like call-in, call-out, call volume prediction and shift scheduling, quality management and complaints handling, the center has improved its operational capacity and optimized its cost structure in an effective way. Lastly, through bettering the marketing process and new product design process, a foundation has been established for the customer service center to transform from a cost center to a profit center.

Since its establishment in 2003, the IB customer service center has always upheld the service principle of “Customers Foremost”, and is committed to improving professional service levels and extending service fields so as to meet the increasingly individualized and diversified requirements of customers. Over these 6 years of development, the center now has 420 operator seats and nearly 600 employees. In terms of financial services, the center can offer all-round and inclusive services covering personal services, credit card services, company services and bank information, so that customers can handle each transaction from home, including information inquiries, agreed transfers, payment of fees, purchasing government bonds, escrow services, bank-securities transfer, fund transactions, foreign exchange trading, loss reports and various other transactions, etc. In addition, the center upholds the “human-oriented” service concept, and fully integrates social resources. The center has opened the 95561 business travel hotline, and has created the VIP service system including many value-added services: health and medical care, business travel, insurance, and golf booking, etc. Currently, the IB customer service center has become a comprehensive service platform combining a business consultation center, business transaction center, customer care center, marketing center, and financial center.

The IB customer service center's successful implementation of the six sigma program is a rewarding exploration and practice for constructing a process-type bank, and it also indicates the bank's “scientification” of the IB customer service center and its operations and management has reached a new high, creating a new operational phase.

October 20, 2008: IB Customer Service Center Passed the Five-star Certification of the CCCS Standard System

On October 20, the IB customer service center (95561) formally passed the five-star certification of the CCCS standard system. At the same time, the center was also honored with the title of “2008 China Best Call Center ” issued by the Specialized Committee of Call Center and Customer Relationship Management (CRM) of the China Electronic Chamber of Commerce.

The CCCS standard system is the operational standard for the customer service and call center industry was established by the China Customer Relationship Management (CCRM) Committee of the China Federation Association of IT Promotion under the Ministry of Information Industry, and in cooperation with representative customer service providers and operators in the field, and eventually became a state-level industry guiding standard approved, promulgated and enforced by China Federation of IT Promotion. It is not only an industrial standard for call centers in China , but also a set of tools for managing the operational performance “centering on customers”. It plays an important role in promoting enterprises to upgrade the operational performance of customer services and strengthening competitive edge.

According to the introduction from related officials of the China Customer Relationship Management (CCRM) Committee of the China Federation Association of IT Promotion , the IB customer service center (95561) is one of the rare customer service centers that have passed the CCCS five-star certification. The certification indicates that IB has successfully established an overall, systematic, standard and efficient model for managing the operational performance of call centers, and marks a new step on the road to specialization, standardization and the streamlining of customer services.

Since it was established in 2003, the IB customer service center has always upheld the principle “Customers First”, and is committed to improving its professional service level and extending service fields so as to meet the increasingly diversified requirements of customers. Over these few years of development, the center now has 420 operator seats and nearly 600 employees. In terms of financial services, the center can offer all-round and inclusive services covering personal services, credit card services, company services and bank information, so that customers can handle each transaction from home, including information inquiries, agreed transfers, payment of fees, purchasing government bonds, bank-securities transfer, fund transaction, foreign exchange trading, loss reports, and various other transactions, etc . Furthermore, it can also provide agency financial management for customers, designing “customized” comprehensive financial management plans. In addition, the center upholds the “human-oriented” service concept, and also fully integrates social resources. The center has opened the 95561 business travel hotline and the center has created a VIP service system including health and medical care, business travel, insurance, SOS emergency rescue, and golf bookings, etc., to provide customers with many value-added services. Currently, the IB customer service center has not only become the first window for customers to contact IB, but also a comprehensive service platform combining a business consultation center, business transaction center, customer care center, marketing center, financial center, and collection center. Having passed the five-star certification of the CCCS standard system, IB has established a leading position in the industry in terms of customer service and call center operations, and also indicates that the IB customer service center has become a model of superior service in the bank industry.

April 2008: IB Customer Service Center Launches a New Service – Easy Wealth Management

With an aim to meet the growing demands for wealth management from customers, the IB Customer Service Center (95561) recently introduced a new manual service based on wealth management information and agent transaction known as “Easy Wealth Management”. Inheriting IB Customer Service Center's philosophy of “Sincere Service & Easy Wealth Management”, this new initiative is designed to be a service-oriented banking product with a strong contemporary feel.

At present the scope of Easy Wealth Management covers easy wealth management contract, fund transactions (account opening and fund buying, subscribing, redeeming, order cancelling as well as information inquiry such as statement of account and fund account status) and treasury bond subscription. By dialing “95561 – 8 (Manual Service) – 6 (Easy Wealth Management)”, customers may get more information on banking products from service representatives before making buying decisions. After confirming the caller's personal information, the service representative at IB Customer Service Center (95561) will input transaction commands as per the customer's requirements and shift to IVR (Interactive Voice Response), which will guide the customer to confirm transaction command and verify password. After these steps are finished, the service representative will submit and complete the desired transaction. Once the transaction is successfully completed, the system will send an SMS notice to the cell phone number registered by the customer.

User friendly, convenient, fast and safe, Easy Wealth Management saves customers the bother of having to go to branch offices in person and queuing-up, meaning that customer experience is thus greatly improved. All a customer has to do to make wealth management much easier is dial 95561 (and select for 8 Manual Service and 6 for Easy Wealth Management)!

April 2008: IB Customer Service Center Awarded “2008 Best China Call Center ” and “2008 Best China Call Center Manager”

In the 2008 Best China Call Center and CRM Awards jointly held by the Customer Relationship Management Committee of CFIP (China Federation of IT Promotion) of Ministry of Information Industry, the IB Customer Service Center (95561) won two awards: “2008 Best China Call Center ” and “2008 Best China Call Center Manager”. Members of the organizing committee of the event included a number of well-known institutions such as the International Customer Management Institute ( China ), Customer Contact Center Standard Committee (CCCS), and Customer Relationship Management Committee of CFIP , endowing the awards with higher public credibility and visibility in the industry. The two awards given to the IB Customer Service Center give testimony to the preliminary success of its scientific operation and KPI-oriented management and show that new standards of service have been achieved a new breakthrough.

Customer Service Center of Industrial Bank Entering A New Development Stage

Up to the end of May 2007, customer volume of transactions in Customer Service Center (CSC) of Industrial Bank (IB) has exceeded 100,000 and the transaction volume of May has exceeded RMB 900,000,000 yuan （exclusive of foreign currencies）. This means that CSC has initially realized its strategic goal of shifting from a service center to a transaction center in 2007.

Established in December 2003, CSC of IB, after the efforts of three and a half years, is able to provide the comprehensive banking services for customers, ranging from personal business, credit card service, corporate business, banking information and transactions.

With a focus on operational management, CSC introduced KPI management and dedicates itself to the establishment of “Information Center” and “Marketing Center” to improve operational procedure. Interacting with customers through the two Centers, CSC is well aware of customers' needs and settles questions correspondingly and thus builds a close relationship between IB and its customers. In 2006, the accumulated quantity served exceeded 15 million person-time (operator services s urpassing 2 million person-time), and the volume of outbound call services ex ceeded 200,000 person-time. Besides, CSC has been awarded with the honorable titles time after time, such as “Best Customer Service Center” and “China Top 10 Service Brands”.

In 2006, through the second-phase upgrade of the System, CSC of IB set up the centralized IVR system and operator service system based on People Soft package. With the support of the new systems, by the technological means of customer identifying and customer interactive information mining, CSC is able to provide the tailor-made service. The move enhances customers' satisfaction and loyalty, and increases the customer quantity and transaction volume through telephone banking. Up to the end of May, the accumulated transaction value by CSC in 2007 has exceeded RMB 2.8 billion yuan, which marked that CSC, while entering a new phase of fast development, is in the leap from quantitative change to qualitative change. Guided by the concept of customer relationship and relying on the support of CRM system, CSC of IB is working hard to the goal of being a CRM center.

Looking forward to the future, CSC, fully aware of its responsibilities and challenges it shoulders, will carry forward the concept of sincere services and advance together with its customers.

April 2007, CSC Being Awarded “China Best Call Center”

In the serial selections of 2007 China Best Call Center and CRM, co-organized by Customer Relationship Management Committee of CFIP (China Federation of IT Promotion) of Ministry of Information Industry, and Customer Contact Center Standard Committee (CCCS), CSC of IB Head Office was awarded the honor “Best Call Center of the Year”.

The overall purpose of “China Best Call Center & CRM Annual Serial Awards” is to universalize and promote the concept of customer services in all industries, upgrade the operation and management level of customer services, establish service standard system of customer services at industrial level and promote the industrial development of call centers in China .

Through the links of materials check, telephone investigation, social survey and field evaluation, the organizing committee of appraisal deem ed that, compared with others in the industry, CSC of IB possesses the evident advantages in terms of strategy scheme, personnel management, quality control, technology application and cost control. Meanwhile, in the establishment of corporate culture, CSC of IB also takes its lead among call centers domestically.

December 2006, IB's 95561 Being Awarded the Honorable Title “China Top 10 Service Brands”

In the recent award conference of “2006 China Customer Caring & 2006 China Service Brand Show and Promotion” held in Beijing , IB's 95561 is crowned with the title “China Top Ten Service Brand”.

The basic strategy adopted by IB's CSC is to improve its service quality through constantly pursuit of self-improvement and continuously expansion of service scopes. With the change of competition pattern in bank industry, CSC of IB (95561) formulates its development strategy “Building brand through services, Creating efficiency through brand”, that is, by a shift from customer service center, attracting the existing customer and transforming the potential customers through 95561 services brand.

Through two years' efforts, CSC of IB has achieved initial success in terms of service brand. After being crowned as “Top 10 Satisfactory Brand of Service Quality Management” and “Top 10 Influential Brands of Call Centers in China Financial Industry” in 2005, CSC has been successively awarded “2006 China Top Ten Service Brands”, “Golden Service Unit with Outstanding Service, Sound Credit and Excellent Public Appraise"”and “Best Ten Credit Units of Quality Assurance & Customer Satisfaction”.

The brand connotation of 95561 is just as its name suggested, that is, Nine characteristics introducing a natural life, Five service modes making a happy family; Five security protections providing everywhere security guarantee; Six hearted services, offering super five-star treatment; One key access to green channel service, providing exclusive VIP access for privileged customers.

The brand concept of 95561 is defined as “Six Hearted Services”: Sincerity, being sincere to customers; Attentive, being attentive is the key which the service lies; Resolution, being resolute to handle customers' problems; Worry-saving, being an assistant companion in life to facilitate customers; Happiness, easy financing making customers happy; Worry-free, five security protections bringing assured rest for customers.

The brand goal of 95561 is to become one of the most influential service brands in China's financial industry.

November 10, 2006

Cooperating with Ctrip Company, 95561 customer service hotline has achieved the call & transfer reservation of business trip and provided business trip services for customers. This is a try of IB as an integrator of social resources to accelerate the development of IB's E-banking in the field, which exerts a great significance on the improvement of IB's service capabilities and the development of IB's payment and settlement business.

Remarks: Ctrip.com, as the largest network providing business travel service in China , is a listed company in NASDAQ with a registered membership of over 10 million, which offers the all-around travel services including hotel reservation, air-ticket booking, management of business travel, privileged bu siness an d travel information. It is a well-known company with high market recognition and rich customer resources, the monthly volume of hotel reservation reaching 500,000 rooms while the sales of air tickets about 400,000.

October 20, 2006, Second Phase of the System of CSC being Launched

The second-phase project of CSC, started in November 2005, after going through development and testing of six months, began its on-line trial operation in June 2006. The new system involves the access subsystems of about 30 branches and the integration of multiple systems including IVR system, CSR system, outbound system, ECIF, core system, bank-securities system, foreign exchange system and fund platform. The complication of the system and difficulty of the related establishment are reckoned to be the biggest one among IB's systems, only comparable to the background operation center currently under construction. With the unremitting efforts by CSC, Information and Technology Department an d the cooperated company as a whole, second-phase sys tem of CSC launched its comprehensive application on October 20 after the trial operation and the gradual switch for five months.

The second phase of the system brings up a brighter vision to the future with its sound and expandable systematic structure and richer function. Take wealth management on behalf of clients for instance. On June 22, 2006, CSC of IB completed its first transaction of wealth management on behalf of clients (internal testing of production environment): internal customer purchase d WLB ( Olympic Sharing Scheme) worthy of RMB 50,000 yuan, ID of financial representative executed being 400071. Excluded the consultation, the actual transaction took less than one minute. Just think, how much time does it take when the transaction is performed at a bank outlet?

Wealth management on behalf of clients refers to a complete transaction in which the financial representative of CSC enters the transactional directive in accordance to the customer's demand and the customer confirms the directive, verifies the password to complete the transaction. The customer may consult the representative, confirm the category of financial products purchased and the transactional value, and complete the whole transaction under the guidance of the representative. The transaction owns the characteristics of being humane, convenient, fast and safe, which saves the troubles, such as running between outlets and waiting in a queue, and therefore greatly improves the wealth management experience for customers.

In a meeting focused on fund agent sales in early 2006, Bi Zhonghua, the vice president of IB, pointed out that, in line with the concept of modern banking, the core content of the retailing business lied in wealth management and therefore there was a need to explore the retailing business from the perspective of wealth management. Transaction of wealth management on behalf of clients launched by CSC will propel the retailing business of IB to a great extent, marking a significant step made by CSC on the road of the transition towards the wealth management center.

June 2006, CSC Achieving Good Results Again in Cultural and Ideological Progress

While performing i ts own job well, CSC is also committed to the cultural and ideological progress. In the essay competition organized by Customer Care & Mangement World , CSC won the organization award, the prized works including Seven Blows by Wang Xu and One Day of Wangwang by Huang Wei.

The essay competition was launched by the Magazine Customer Care & Mangement World , which, co-sponsored by China Call-center & CRM Association (CNCCA) and CCMworld Group. The magazine is a flagship industry magazine with a widespread influence in the fields of domestic call center and CRM.

The activity has received great attentions from the leaders of CSC. All the staff gave great support with the active participation and the full display of their talents. A great number of excellent works emerged, including graceful and touching essays, gorgeous calligraphies, delicate cross-stitches, and lovable comics. Among them, seven works were included in Industrial Bank People , third issue of 2006.

May 19, 2006, Constantly Improving Service Quality to Build Service Brand

Ever since its establishment, CSC, while carrying forward the service concept of “Service Started with Sincerity”, has introduced the digital management of KPI (Key Performance Index) and carried out KPI contest internally, which has cultivated a cultural atmosphere of learning and achieved good results. CSC strengthens the operational management, and analyzes and issued the KPI index regularly. In this way, the weak points of services are found and solved and customer experience is thus enhanced from different perspectives. To safeguard a normal access of customer telephone, CSC adjusts schedule of service groups timely, based on KPI and customer telephone regularity, in order to realize a smooth communication.

CSC is a knowledge-intensive and human-intensive section and the quality of service operators is a decisive factor in service quality. Given the fact, CSC pays great attention to the training work and provides a variety of training courses including service etiquette, communicative skills and professional knowledge by means of theoretical learning, scene simulation and typical case study. With the continuous training, the comprehensive quality o f call center is enhanced as a whole and has received the good feedbacks from customers. While stressing the training, CSC strengthens quality management by specially setting up a monitoring team and formulating systematic system of monitoring and feedback, which links staff performance with quality supervision results and, therefore, the sense of responsibility and the work enthusiasm are fully improved.

Following the awards of “Top 10 Satisfactory Brand of Service Quality Management" and “Top 10 Influential Brands of Call Centers in China Financial Industry” in 2006, CSC were successively crowned as “2006 China Top 10 Service Brands” and “Golden Service Unit with Outstanding Service, Sound Credit and Excellent Public Appraise”.

January 2006, CSC Launching A Series of Outbound Activities

（1 ） Outbound of Online Banking, in cluding the s urvey of initial installment and notice of prize-winning to the customers. I n the survey, most of customers voiced their recognition of the function and convenience offered by IB's online banking.

（2 ） Satisfaction Survey of Credit Card Holders. Most of customers expressed their satisfaction with the using environment of credit card and its safety provided by IB and the credit card service offered by CSC.

2005, in the Appraisal of Call Centers in Industrial Industry, sponsored by the People's Daily and the magazine, China Quality and Brand , CSC being awarded the title “Top 10 Influential Brands of Call Centers in Chinese Financial Industry”

The appraisal went through the nomination by the public and experts, the publicity of the short-listed brands by the authoritative websites including Xinhua Net, Sohu.com and China Quality & Brand Net. The appraisal covers 10 indices, including quality, service, credibility, social image, fame (reputation and loyalty), pulling on economic efficiency of enterprise, influence on industry, impact on the lives of ordinary people, influence on national economy and other influences. Based on “public vote, mutual assessment between enterprises and selection by members of the appraisal committee”, IB's CSC was awarded the title “Top 10 Influential Brands of Call Centers in China 's Financial Industry”.

October 2005, IB'S CSC Being Awarded “2005 Top 10 Satisfactory Brand of Service Quality Management”

The Evaluation Center of China News applied its special model---appraisal model of competitiveness, and conducted the scientific and just appraisal, based on the feedback data of “1st Large-scale Public Survey of Chinese Most Competitive Brand-enterprises” and the data provided by national statistical office and related authorized departments. In the Appraisal, IB's CSC won the title of “2005 Top 10 Satisfactory Brand of Service Quality Management". The award speaks the recognition of customers to IB's services and marks that CSC of IB has entered a fresh state.