Knowledge Base Optimization Of Customer Service Center Of Bank B

With the deepening of economic development and the process of interest rate liberalization,the competition among banks has become increasingly fierce.In order to provide customers with more convenient services and further enhance the customer experience,the customer service center has taken more and more customer consulting business and played an important role.As an important business support platform of the customer service center,the quality and management level of the knowledge base directly determine the service correctness and efficiency of customer service representatives which are the key of service quality for customer service center.This thesis first reviews the research status of customer service center knowledge base construction.Then,through on-site investigation and in-depth interviews,it analyzes the operation status and current problems of B-bank customer service center knowledge base,and identifies the main influencing factors.Afterwards,based on the experience of knowledge base construction of Agricultural Bank of China,China Merchants Bank and China Post,it follows the four phases of the PDCA cycle which includes plan,do,check and action phases,to provide corresponding improvements.Measures to optimize the knowledge base of B Bank's customer service center are taken to continuously improve the service quality of the knowledge base.Finally,the evaluation of optimization results shows the great improvement of satisfaction of customers and employees,process accuracy,service and business operation processes,and response skills.A variety of integrated customer service centers are used in various fields in China and are playing an increasingly important role.It is expected that the research results of this thesis will have a certain reference effect on improving the service quality of customer service centers in other industries.