Research On The Competitiveness Of Telephone Banking In C Bank

The telephone banking center is the way in which the bank and the customer communicate directly.Customers can use the telephone banking service through the bank customer service telephone anytime,anywhere,so as to efficiently and easily check the account,report the loss,the consultation and so on business.Banks can also use the telephone banking services to obtain customer service experience,to keep abreast of the most urgent needs of customers.However,in the eyes of most customers,the telephone banking center is a vassal of banking services;in the eyes of most bank managers,the telephone banking center is a high-cost consumer.As a result,the telephone banking centers of domestic commercial banks are generally faced with problems such as a decline in connection rates,an increase in staff turnover rates and a decrease in customer satisfaction,and the consequent decline in the competitiveness of telephone banking services,which in turn affects the overall competitiveness.The purpose of this paper is to improve the competitiveness of telephone banking service products by analyzing and researching the competitiveness of commercial banks'telephone banking centers and to awaken the attention of bank managers to telephone banking.This paper collects and summarizes the constituent elements of commercial banks and telephone service centers through the combination of literature research and empirical analysis,and combines them into telephone banking center as the specific research object of C Bank Beijing Telephone Banking Center.And then through the operational data analysis,concluded that C Bank Beijing Telephone Banking Center's competitiveness is weakening.Finally,the paper puts forward the strategies and suggestions to enhance the competitiveness of C Bank Beijing Telephone Banking Center through normative analysis.This paper finds that there are two main ideas to solve the problem of lack of competitiveness of C bank telephone banking center.First,improve the level of operation and management to enhance the staffs satisfaction with the work and work enthusiasm.Second,in the macro,telephone banking center business philosophy needs to shift from the cost center to the profit center,the formation of a virtuous circle.