XY Bank Customer Service Platform Optimization Research

From the development of customer service hotline in the last century up to now,the call center of banking customer service had been through more than ten years of continued expansion of employees scale,rapid extension of service mode,incessant improvement of service quality until 2016,the number of employees in the call center of banking customer service are over fifty tho'usand,but with the Chinese economy stepping into the difficult stage of comprehensively deepening reforms,simultaneously deal with the slowdown in economic growth,make difficult structural adjustments,and absorb the effects of previous economic stimulus policies.Meanwhile,the Chinese banking with the three period superimposed is facing some unfavorable factors which are financial disintermediation,increase in non-performing loan,decrease in the incremental speed of profits and so on,in addition,it's under the unprecedentedly large pressure on business operations.The call center of customer service is also facing the pressure on costs and operational transformation,etc.For the XY bank,the single function,the high operational costs,few service channels,the comparatively negative customer experience,the low rate of popularity of intelligent service also exist in the customer service platform.Furthermore,with the continuous application and the shock of ITFIN(Intemet Finance),AI(Artificial Intelligence),Big Data,obviously,XY bank customer service platform is in urgent need of optimization.By carrying out research into the present situation of the call center of customer service in domestic and foreign banks and combining with current operational condition in the XY bank customer service platform.On the one hand,it is to assist the XY bank customer service in analyzing the problems exist in the platform currently and finding out the main causes of these problems so that can offer some feasible solutions.On the other hand,helping XY bank to perform improved project so as to achieve the purpose of platform upgrade and operational transformation.Besides providing some related measures on organizational structure,emlpoyees transformation,perfomance guidance,system establishment and guarantee in the process of platform optimization and center transformation,to make sure that unceasingly optimize and improve the XY bank customer service platform.