Study On The Function Deepening And Improving Countermeasures Of The Customer Service Center Of Yunnan Rural Credit Cooperatives

Rural credit cooperatives as an important part of rural financial industry,and play an important role in the service of agriculture,The rural credit cooperatives is one of the early rural financial institutions in China.After sixty years of development,the current deposit and loan scale of Yunnan rural credit cooperatives has been the first on in Yunnan.But with the rapid development of deposit internet finance and the impact on traditional banking,and with the continued growth of deposits,loans,credit card issuance and other business services,service functions of the customer service center of Yunnan rural credit cooperatives are increasingly unable to meet the needs of our customers.The function of the customer service center needs to be deepened and improved to adapt to the expanding of the operation scale.The main conclusions are as follows:(1)Restructuring of the organization,the customer service center from the electronic banking department out of the establishment of an independent electronic banking center and an independent customer service center,reasonable and moderate increase in customer.(2)By increasing the development of the intelligent online customer service function,perfecting the function of the micro-credit bank,developing the online intelligent answering system,synchronizing with the micro-credit platform,realizing the full range of online customer service,inverting the service pressure of the customer service center.(3)Developing intelligent voice system,reduce the pressure of the artificialservice,increase the efficiency of the self-service voice service,improve the complexity and changeable of the key and interactive voice service,and improve the self-service voice service level.(4)Increase the intelligence quality inspection,combine customer and service center two respects,construct service quality,inspection mode with service channel as link,shorten customer service quality inspection cycle,improve service quality.(5)Optimize the scheduling management system.Through the prediction of the short-term business volume of the customer service center,we can timely review the goals to be achieved every time,arrange the scheduling rationally,make effective use of human resources,and reduce the overall operation cost.