Financial News On November 30, the Chinese Banking Association held a "Don't forget the original heart and enjoy customer service" in Beijing – The 2018 Service Customer Committee Annual Meeting and the Peak Forum for Remote Banks. Pan Guangwei, Party Secretary and Vice President of the China Banking Association, Guan Xueqing, Secretary of the Chinese Industrial and Commercial Bank Board of Directors, Lin Yunshan, Director of the Customer Service Committee of the China Banking Association and Vice President China Minsheng Bank attended the meeting and delivered a speech, Secretary of the Association's Discipline Committee Chinese banking and customer Hu Zhongfu, deputy director of full-time service commission, attended the meeting and read the results of a comprehensive evaluation of the Banking Customer Service Center in 2018. Deputy executive director of the Customer Service Committee of the China Banking Association and deputy general manager of China's operations and management department Minsheng Bank hosted a central bank meeting forum. More than 260 members of the Standing Committee of the Customer Service Committee, representative unit members, and news media representatives attended the conference.
Pan Guangwei, secretary of the Party Committee and full-time vice president of the China Banking Association, pointed out in his speech that the banking industry customer service center has developed "smart" in recent years and has grown significantly. This has gradually become an integrated customer service center, mainly embodied in four aspects: First, telephone service capabilities continue to be improved, and second, rich and diverse service channels, third is intelligent customer service applications, and fourth is the integration of service content. He pointed out that through the empowerment of financial technology, the banking industry customer service center is undergoing three changes: first, with the use of all intelligent media interactive technology, gradually changing from one center to a comprehensive platform, second, with the help of large data mining technology, gradually by the Transition cost center towards the center of value, the third is the use of artificial intelligence technology, which gradually shifts from labor intensive to intensive technology. President Pan said that the China Banking Association Customer Service Committee changed the situation and changed the situation, officially renamed "Customer Service and the Remote Banking Committee", opening a new era of long-distance banking for the development of the banking industry customer service center. Compared to traditional customer service centers, remote banks have realized three new breakthroughs in service channels, business scope, and value creation. It has three important functions to help the main strategic banks of commercial banks: First, remote banks adapt to the needs customers and help retail commercial banks. Strategic transformation: Second, remote banks confiscate service points and help commercial banks to implement an inclusive, third financial strategy, remote banks play online profits to help commercial banks change their strategies digitally.
In his speech, Guan Xueqing, Secretary of the Board of Directors of the Industrial and Commercial Bank of China, said that ICBC's Remote Banking Center will be committed to building an entire group and serving the entire customer base on the basis of long-term, customer-centered customer service. Supports full-service omni-channel service centers, shared connectivity centers and remote marketing centers.
Lin Yunshan, deputy governor of China Minsheng Bank, said in his speech that inter-bank cooperation was no longer a simple traditional competition, now more an industrial consortium. Minsheng Bank is willing to exchange experience in long-distance banking and technology finance with its partners in the spirit of open sharing.
This year's annual meeting summarizes a comprehensive evaluation of banking customer service centers in 2018. Conference leaders gave 42 evaluation units for the ICBC Remote Banking Center (Shijiazhuang). Hu Zhongfu, secretary of the China Banking Association Discipline Committee and full-time deputy director of the Customer Service Committee, proposed that all member units must take assessment work as an opportunity to seriously manage the typical experience and advanced concepts of the appropriate standard units, striving to implement service standards industry, and effectively increase the level of service management. To comprehensively improve the quality and efficiency of banking customer service.
At this annual meeting, the leaders of the meeting jointly opened the renaming ceremony for the Chinese Banking Association Customer Service Committee. Customer Service and the Remote Banking Committee will be renamed a new starting point, which leads all members to be customer-centric, service-oriented, brave in change, determined to innovate, provide customers with a better service experience, and create more value for bank. Give a greater contribution to the community.
In a long-distance banking summit forum, Han Xusheng, deputy general manager of ICBC's remote banking center, Wang Xiaogang, assistant general manager of China Merchants Bank's network operations service center, Fan Xiaolong, general manager of the Shanghai Pudong Development Bank Credit Card Customer Service Center, and department assistant China Minsheng Bank's operations management Wang Lei and Cao Xueyu, Senior Directors of Ping An Financial Accounts Solution Center, made their respective keynote speeches, fully demonstrating the strategic value and development prospects of the new banking era customer service center.
This conference, as an annual customer service meeting and all members of the remote banking committee, exchanging ideas and building consensus, is very important to lead the banking industry customer service center to adapt to the new situation of customer service work and into a new era of high-quality development.
(Editor: Fu Yao)