Research On The Transformation Of Credit Card Call Center

In the middle and late 1990 s,call center industry was introduced into China from abroad and developed rapidly in China,which was applied in many industries.The service industry,mainly represented by banks,insurance companies,telecommunications,etc.,pays more and more attention to the application of call center.With the rapid development of financial technology in China,people realize that the function of call center can not be limited to the initial stage of call in business,which is to solve customer problems and provide after-sales service.Therefore,more and more attention has been paid to the transformation of call center.At present,with the increasing popularity of mobile phones year by year,call center has a broader market.The rise of financial technology and the pressure of industry competition force more and more banks to face transformation problems.Call center,as an important department of banking industry,also faces opportunities and challenges in such an environment,facing the same transformation pressure.In order to break through the development bottleneck of call center in banking industry,we need to actively explore the transformation path in line with the development of science and technology of the times,change passive service into active service,and create more profits for enterprises.This paper attempts to stand in the angle of G bank credit card call center,using pest,SWOT,questionnaire and other analysis tools and methods to analyze the banking call center and G bank credit card call center.Through comprehensive analysis,the main problems of G bank’s credit card call center are found,such as the lack of business profit creation ability and low social awareness.But at the same time,it also analyzes the potential advantages and opportunities of the center,and makes use of the successful transformation experience of domestic banks,and summarizes the transformation suggestions suitable for G bank credit card call center.It mainly includes: optimizing organization setting and enriching business types.Increase self-employed income,enhance social awareness,and ease the cost increase caused by single input.At the same time,improve the assessment system,strengthen staff training,prevent brain drain,increase outsourcing business,etc.At the same time,it provides operational guarantee for the transformation of bank G’s credit card call center and the development of its main marketing profit business.I hope it can provide reference for the call center of the banking industry,change the traditional business model and management model,tap the potential value of the call center of the banking industry,and make the banking industry in China more competitive in the development of the financial market.