The Improvement And Optimization Of Light Banking System Based On Call Center

Most of the enterprises will follow in the footsteps of the development of the economy forward,now more inclined to enterprise marketing customer service rather than just sell products.Call center is a lot of enterprises as the breakthrough to customer service.So call center is also show the image ambassador,directly to the customer,show the enterprise to the customer.With the improvement of commercial bank itself to know,take the customer as the center of the business model of wide recognition in the bankIn this paper,the writer standing on the CCB bank business development perspective,the study data to make better use of the call center system,promote the development of light banking business.Relying on the advantage of call center,with light ATM banking customer relationship management(CRM)system and wisdom two system optimization Suggestions.This paper mainly discusses the bank call center with CCB light the relationship between the banking system.Call center in China were studied by analyzing the development status and problems of construction bank light transformation,two Suggestions are put forward.One is the analysis of the current call center and bank customer relationship management(CRM)system,the relationship between the light lists the current CCB bank customer relationship management system of present situation and the difficulties faced by.Begin from light banking customer relationship management(CRM)system,in view of the bank of light of the present condition of the customer relationship management(CRM)system and the difficulties faced by,proposed to call center system that is associated with customer relationship management system's advice,in the existing customer relationship management system into the call center system related data,promote customer manager in the shortest possible time to master the customer trends and needs,provide the basis for the connection between the customer manager with the customer.At the same time,it is recommended that the customer manager landline phone number that is associated with customer relationship management system,through the intelligent identification system,automatic adding customer relationship management system needs the customer manager manually fill in the data.Improve the integrity of the customer relationship management(CRM)system and objectivity.Second,according to the characteristics of the construction bank light transformation,namely the electronic channel,the reform of widely used wisdom teller machines.Begin from the wisdom of the independent research and development of CCB ATM,proposed to call center system features combined with wisdom the function of the ATM.When customers in the use of wisdom teller machines,has to play screen display customer business information or the latest product information.Customers when reading play screen information,encounter problems can select site staff to answer or call center self-help audio equipment for the interpretation of relevant information.This paper argues that effective use of the advantages of call center in the transformation of the business development bank on construction bank light,can better promote the customer manager to master the customer behavior trend,grasp the customer resources,increase customer stickiness,so as to promote the development of light bank in transition.