The Study On The Transformation Of The Credit Card Telephone Service Center Of ICBC

At present a perfect financial system of our country is much less than developed countries, the call center development is still in customer service center of the primary stage,answer questions for customer and after-sales service telephone incoming business still has occupied the main position in Banking Call Center, and in the future for a long period of time is difficult to achieve strategic transformation. In order to maintain the position of industry leader in the increasingly fierce market competition, how to further offset operating costs for the industrial and Commercial Bank of China credit card call center development manufacturing bottleneck successfully achieve the "self financing" until the profit generation gorgeous incarnations is worthy of active exploration. In order to achieve a comprehensive,powerful full range of call center construction, business transformation is an inevitable path.Through business innovation, institutional innovation, institutional adjustment, legal protection and other measures to promote the conversion of the call center from the cost of revenue generating revenue has a very important practical significance for the industry and Commercial Bank of China to enhance the overall competitivenes. And also has significance to the development of other domestic banking call center. This paper tries to stand in the perspective of industrial and Commercial Bank of China, analyzes the meaning, advantage and direction of the bank's credit card telephone service center from cost center to profit center, so as to demonstrate how the industrial and Commercial Bank of China should build a new and profitable call center. To solve the problem of the banking call center cost savings,improve their own vitality, should be in the existing financial resources under the bank call center business innovation, increase self income to reduce cost loss such as through the development of brand marketing, third party cooperation, paid value added services and other business innovation to ease the cost of increase in the cost of investment.Through the system optimization to improve labor security, so as to improve the utilization of human resources,reduce labor costs. At the same time, we should improve the external work of the publicopinion, and make a comprehensive and systematic study on the construction of the banking call center.