Commercial Bank Call Center Projectrisk Management

In recent years, as the rapid development of Chinese domestic financial market and the influx of a large number of foreign capitals banks after our country acceded to the WTO. The competition among financial institutions is becoming increasingly fierce. As a bridge between bank and accounts, the call center allows itself to become the most important chain for improving customers’satisfaction, representing capability of banks and increasing the loyalty of customers. Therefore, a high efficient call center will not only improve the quality of services, establish a good image of the bank, increase the satisfaction of customers but also be helpful to adjust the strategy of the bank and to improve its ecommerce.As a special enterprise, commercial bank has an extremely high risk prevention request for the call center construction and management. The high standard risk management also becomes the most remarkable difference between the bank call center and other business call centers. Because our country banking industry has no unified standard or industry standard for the risk management in customer service center, so banks of risk prevention methods are also different.To ascend managers’knowledge in the risk management of call center project in commercial bank and effectively control or avoid the project risk, this paper established a risk management model. The model combined with the project risk management classical theory and the commercial bank call center characteristic is based on COPC(?) performance management standard. This paper is trying to do an overall risk analysis from system, process, people and performance aspects in call center (contact center) of commercial bank. Finally, we hope can find a suitable risk management measures or the effective risk averting strategies, and could bring some inspirations and suggestions to the commercial bank call center managers to facilitate their effective risk control and enhance the customer satisfaction. Eventually to achieve the purpose of improving the management level of commercial bank call center.