Bank Call Center System Based On The Concept Of Crm Design And Applications

With the gradually increasing competition in the market, China Merchants Bank gradually the existing call center system can't meet the banking needs of business and customers, mainly in the banking services provided by call center deep enough, not according to different requirements of each customer to provide services. To this end, China Merchants Bank designed and developed the concept of bank-based call center CRM system, not only can increase the way the customer access system, and user information through the CRM system user information collection and analysis capabilities that can help people understand the customer's basic agent situation, so as to provide targeted services.China Merchants Bank first analyzed the existing shortage of bank call center system, clear the current investment banking call center system is the lack of the major inadequacies of the analysis of customer information. On this basis, analysis of the investment banking needs of call center systems and call centers use CTI technology to design the overall structure, which focused on the CTI-based call center technology, banking system, how to use the CRM system resources to customers based CRM philosophy of customer service.