The Customer Service Center of Agricultural Bank of China is an important part of its electronic banking system. It is a multi-channel, all-weather (7x24 hours) and one-stop comprehensive customer service organization integrating self-service voice and manual service, and forms a customer service system together with business outlets, self-service machines and account managers.
Extended data:
In 20 18 years, the manual telephone connection rate of bank customer service center was10.58 million times, and the manual telephone connection rate reached 92.23%, which was higher than 90% for six consecutive years.
The report shows that in 20 18, there were 52,200 employees in the customer service center of the bank, and the whole industry continued to deepen customer service and strive to improve service quality and efficiency. First, the telephone service has been continuously improved; Second, self-service voice service is more intelligent; Third, multimedia services are rich and varied. In addition, some banks actively explore the application of social media to provide customer service, which is close to customer life and has more diverse forms of expression.
The report shows that in 20 18, the banking call center served 4.577 billion customers. By fully tapping the "voice of customers", we are committed to optimizing the customer experience from the whole service process.
On 20 18, the customer service center of the bank actively explored the transformation from passive customer service to active customer management. Focusing on major products such as bank wealth management, loans and credit card installment, we constantly optimize the marketing model, expand marketing channels and products, and introduce big data analysis technology to empower and improve efficiency, which not only creates higher value for precision marketing, but also brings better personalized service experience to customers.
According to the report, in 20 18, relying on the empowerment of financial technology, bank customer service centers actively transformed into refined business operations, intelligent customer contact and light management. For example, in 20 18, the utilization rate of intelligent technology in bank customer service centers was 69%, and 65% of customer service centers applied intelligent semantic understanding technology and robot service, which has become one of the main service methods of online customer service.
The manual telephone connection rate of China News Network-Bank Customer Service Center reached 92.3%.