Bank Credit Card Call Center Grid Operating Model Design And Implementation Of Research

In recent years, while the business management strategy of commercial bank turns from the company to the private, credit card business, which is the representative of private business and the new-increasing profit department has been developed so quickly that the supporting department, which is usually called credit card call center has been built in coordination. The credit card customer service requires the high ability of the bank customer service ability, for the coordinate customer service call center is the most important department of the bank to maintain the service sense, brand sense and the market competitiveness.In the thesis, the author firstly analyze the framework and the operation procedure nowadays in domestic credit card call center as well as the basic function and typical operation procedure. Secondly, we will take a bank as an example to show its re-building of operation procedure and company framework of the credit card call center so that we will look into the management reform caused by the future development tendency. We take a deep research into the whole operation procedure of the credit card call center by the newly born Grid-Operation Management Theory. As a result, not only the new company framework, operation procedure and information support plan are presented in detail based on the analysis, but also the possibility of carrying out the event has been proved in detail. Finally, with the combination of the fact, when carrying out the event, the key points in both operation and management have been analyzed carefully so that the strategy and steps of the event can be presented.The Grid-Operation Management and Operation Mode of Credit Card Call Center, which is presented in the thesis, is the important discovery and creativeness in credit card customer service area. For the effect of carrying out the mode during the elementary operation is so obvious that it offers a new mode and example for the management creation and development of the credit card customer service management. The methods and steps during the event showed huge importance to the management of credit card customer service call center.