Research On Operation Management System Optimization Of HZ Bank Customer Service Center

At present,China’s market competition is becoming more and more fierce,each management more attention to the combination of market demand to customer as the main object of operation,and the key point of successful business development of an enterprise lies in how to achieve the actual needs of customers and create unexpected service demand beyond the customer’s own expectations.Through a variety of information means,the development of innovation belongs to their own new marketing methods,for enterprises to create more revenue value.In this process,the Customer Service center as the platform support of the entire service,can effectively optimize the relationship between the enterprise and the customer management,for the enterprise to create more customer groups.Therefore,if enterprises want to stand out in the fierce market competition,we must optimize their customer service center,not only to ensure the original business development,but also to expand more new functions on this basis,such as online marketing,market forecasting,customer care,customer-centric,to establish a close relationship between customers and enterprises,Create a good sense of customer identity.Based on the above content,customer service center operation management is the top priority of every enterprise’s business development.HZ Bank belongs to a state-owned enterprise.Its customer service center has business scope limited to service and support.It is a typical cost-oriented customer service center.The value created is very low,the customer churn is serious,and the customer service center and business sales can not coordinate each other.There are many problems.Under the guidance of relevant research background and theoretical basis,through case empirical analysis and combined with the author’s own practical experience,taking HZ Bank as an example,this paper makes a comparative analysis between HZ Bank Customer Service Center and other bank customer service centers,conducts a survey and analysis of HZ Bank Customer Service Staff’s satisfaction,and conducts a research on the current situation of operation and management system of customer service center.On the basis of this,it points out the existing problems of HZ Bank Customer Service Center at the present stage,and finally puts forward optimization suggestions and corresponding implementation safeguards.It is hoped that through the research of this paper,we can promote the successful transformation of HZ Bank Customer Service Center operation Management system,on the other hand,can help the whole industry and HZ bank belong to the same situation of banks to provide experience.