Analysis Of The Transformation And Development Of Call Centers In The Banking Industry

The call center industry was introduced into China for nearly 20 years,its development tendency was extremely swift and violent,already obtained the widespread application in many professions,like banks,insurance companies,or telecoms industry.In the Internet era,along with the fast development of financial technology,the function of call center was influenced by the emerging technologies such as big data,blockchain and artificial intelligence,it is no longer confined to telephone answering.In view of the customer market,the telephone penetration rate is also increasing.According to the data released by China's Ministry of Industry and Information Technology in March 2018,the number of mobile subscribers in China has reached 1.44 billions,the prospect of call center is very broad.Except traditional bank outlets,the commercial banks have exploited new ways of marketing,such as 24 hours self-help bank,Internet banking,mobile banking and telephone banking,even include WeChat Banks,real time video service that presented recently.telephone banking is the way that service cost lowest,as for the customer,it is also the simplest,most convenient and least expensive of all the way to use.The rise of financial technology waves and the pressure of external competition compelled commercial banks get into a period of transition.In such circumstances,there will be both the challenge and opportunity for the call center industry.The impression of traditional commercial bank call center is telephone answering.It is labor-intensive industry with very low contain of techniques content.The needs a lot of manpower so the bank has to increase the cost spending.For all this,as a service channels of commercial banks,telephone banking has many dvantages that other channels do not have.On one hand,it is suitable for current consumption habits of the majority of customers,on the other hand,the call centers is trying to change the tranditinal business model and management model in the wave o of Internet plus.Excavate the potential value of the call center,transform the inferiority into superiority and become a center of value creation.This article analyzes the current development situation of the of call center and use PEST and SWOT tools to analyze the transformation of call center to comprehensively.It points out the current problems faced by the call center of commercial bank,such as unitary business,high labor costs,etc.It also analyzes the potential advantages of call center.At the same time,it forwards relevant suggestions for the transformation of the call center.In addition,this article analyzes a real case that one commercial bank call center's transformation.It aims at the strategy that the commercial bank's takes,like across department collaboration,exploit business types and outsourcing,and summarizes the experience of the bank's transformation.At the same time,it summarizes the problems of banking call center and analyzes the problems of the transformation,such as the business types is not too much,the institution of performance is not perfect etc.It puts forward relevant suggestions such as enrich business types,consummate the institution of performance etc,in order to provide security for the transformation of the call center and hope to provide certain reference significance for the transformation of call center.Most importantly,the call center has to exploit potential value and transform from the cost center to profit center.