Recently, results for the fourth “Excellent Customer Service Center in Banking Industry of China” appraisal and the third “Star of Customer Service” appraisal sponsored by China Banking Association were announced in Beijing. IB Customer Service Center was granted “Comprehensive Model Department Award” and “Value Contribution Award” for three consecutive years, and 16 staff in IB Customer Service Center received “Most Popular Star of Customer Service” and “Excellent Star of Customer Service” respectively.
It is reported that the appraisal, held once every two years, is aimed at setting prime examples to service of customer service centers in banking industry and leading all customer service centers in the industry to improve their services. A total of more than 70 bank customer service centers and nearly 600 customer service staff participated in the competition which lasted for a half year. It covered review of application materials, on-site inspection and interview, comprehensive review and other procedures. The result was made based on an all-round consideration of service index, operation and management, value contribution and personnel cultivation. It is the most authoritative appraisal in bank customer service industry.
As an important part of a bank, customer service center acts as a bridge and link that serves and contacts clients, listens to the voice of clients, and maintains client relations.In recent years, with the principle of “customer experience comes first and service creates value”, IB is committed to creating an intelligent operation service center covering consultation, complaint, artificial wealth management, remote banking, remote video bank (VTM), and supporting online search, transfer, payment, loss report, loan, buying and selling national bond, and transaction of fund, foreign currency and precious metal. It also offers agent wealth management, professional suggestion on investment for clients through big data analysis, and higher-quality and more convenient service through connection with SMS, WeChat, microblog and other emerging service channels, so as to create a7*24 “sleepless bank”.
Accepting client consultation is one of the main functions of IB Customer Service Center. Based on group advantages, IB established a group service platform covering corporate finance, retail, interbank business, Internet finance, consumer finance and trust. The service of customer service center gradually extended to clients of all businesses and subsidiaries within the group from single bank clients. There are a growing number of customers who called in for consultation with an average of more than 12 thousand calls per day. In order to deal with considerable calls, IB customer service center focuses on analysis and forecast of the number of calls, makes reasonable personnel arrangement through data analysis, and adjusts customer service representatives according to the changing consultation, answering more calls and improving the operation efficiency.
In terms of disposing client complaints, IB customer service center adopts Six Sigma quality management technology, upholds the idea of “client-oriented, all-participating and ever-improving”, and applies client management tools to sections such as client demand analysis and service process optimization. With gathered strength of front-line service representatives, it sorts out and analyzes different types of problems of different clients, finds out the crux of the problem based on product design, process specification, system operation and marketing and publicity, gives timely feedback to front-line operation institutions, assists operation institutions in drawing up solutions, resolves client complaints at source, and improves service experience.
Data revealed that this year, up to 97.36% of incoming calls to IB client service hotline 95561 were answered and 99.63% of clients were satisfied with customer service center, higher than the average level of the same period in the industry, and 98.11% of clients were satisfied with complaints disposal.