The Grid Operation Design Of C Bank Credit Card Call Center

With the importance of credit rating and demand of faster payment, shopping by a card has become a common behavior of people. The times of using credit card in daily life have also increased, and even some people couldn't live a life without credit card. It has become the third major business of banks and users, proceeded only by deposit and loan. In recent years, credit card call center has also achieved a high-speed development.Commercial banks set up the call center for credit card business, which is determined by the enlarging demands of banks' credit card business. Credit card call center is the service window of bank's credit card business. It is established on the basis of advanced communication technologies, which is fundamentally different from the face-to-face services of bank. At present, most credit card call centers could provide comprehensive self-services for 24*365 hours. It has various advantages, including low cost, convenience and short time, but not limited to time or region, which are not owned by the face-to-face services in the bank. It not only provides perfect services, but also good image of advanced technology, which have an important significance for improving the brand effect and competitiveness.In the thesis, the author firstly analyzes the development of Chinese bank credit card business, state of credit card call center operation, problems and solutions at present. Second, the grid management theory is introduced, and the grid management rebuilding project of C Bank credit card call center is taken as the example. Through comparing the new and old management modes, the author discusses the appropriateness of grid management adopted by bank credit card call center. Then the problems in each link of project are analyzed in practice. Finally, according to different emphases and problems of business and management in actual operation, the author analyzes the effect of grid management mode conducted in the credit card service center.Finally, our call center benefit from the project, then improve it's service capacity.