Research On Improving The Service Quality Of M Bank Call Center

With the rapid development of financial market, the public have an increasinglyhigh demand on quality of service. Service quality is not only become a topic which isincreasingly concerned, but also become the most important factor affecting thedevelopment of the enterprise. Therefore, improving service procedure and servicequality has become a necessary way for establishing image and expanding market bymodern company. Some financial institutions take customer service center as anotherimportant way to supply service besides the counters. Customer service center has awide coverage and a great influence on business, and become an important channelfor customer service experience.This paper mainly focuses on these two directions: first, reduce the timecustomers waiting. Second, improve low rates of First Call Resolution, and speedhandling service request. This paper takes a specific bank as implementation object,on the basis of the traditional method, combined with the operation characteristics andtechnology development of this bank, using literature research method, Six Sigma andother method to present a new improvement measures and new methods, and applythem on this bank. Finally, the service quality of this bank gets a great improvement.To reduce the time customers waiting, we use voice self-service system to reduce thepressure of artificial line, so the call completing rate will rise and the Service qualitywill be improved. To increase the first call resolution rate, we improve the statisticalmethod to make the statistical result more reasonable. Furthermore, we analyze thereason why service request not be handled in first call by checking the unqualifiedfirst call, and improve it to increase the first call resolution rate.