Enhance Competitiveness of Bank through Service Innovations

2007-8-31

In terms of service quality monitoring, the E-Banking Department of CMBC has built a three-level quality control system and realized vertical management to perfect the service quality monitoring mechanism and improve service feedback efficiency; developing quality control rating system, so that the management of service quality is shifted to the orientation of electronic, highly efficient and in-depth analysis, so as to create a comprehensive quality control system. In the financial aspect, separate accounting has been implemented, and in the staff appraisal aspect, the dynamic performance appraisal method has been utilized.

In the aspect of talent management, the E-Banking Department of CMBC promoted talent management strategy, human-oriented management philosophy and perfect management system result in high-quality talents and services. Because the operational managers explore business channels continuously, optimizing working process, implementing human-oriented management philosophy, and the scale of operations have developed from only around a dozen seats to more than 260 people.

Today, 95568 has become the preferred customer contact channel and a well known service brand in the banking industry, and won favor from more and more customers because of “considerate service, rapid response mechanism, and multiple product sales channel”. In 2004 and 2005 it was listed in the “Ten Satisfactory Brands of the Call Centers in China”, in 2007 it won the “2007 Best Call Center Award” and “2007 China Call Center Best CRM Application Award”. From the achievements made by CMBC through service innovations over the years, we can see while deepening service concept and culture with Minsheng features, CMBC continuously introduces new service function, providing the clients with banking service with better quality and higher efficiency to enhance the competitiveness of the bank.

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