Recently, in the “2006-2007 Best Customer Service in China” assessment programme, CCB’s “Customer Service Centre 95533” outmatched its competition and succeeded in snapping up the “Best Customer Service in China Award”, “Best Customer Service in China Outstanding Contribution Honorary Award” and the “Best Customer Service in China Management Award”.  This is an indication that Customer Service Centre 95533 is enjoying ever increasing name recognition and public influence.

The “2006-2007 Best Customer Service in China” assessment programme is jointly run by China Information Industry Association, Asia Customer Service Association, Shanghai Information Centre and Guangdong Information Centre.  In the programme’s two-year history, CCB has consecutively won the “Best Customer Service in China Award” and the “Best Customer Service in China Outstanding Contribution Honorary Award”.  This year, after a series of selection processes, it is merited with the “Best Customer Service in China Management Award” as well.

CCB’s Customer Service Centre 95533 has been developing gradually since the late 1990s.  After nearly 10 years of development, its functions are becoming more comprehensive, its service quality is improving steadily and the “95533” brand is getting more name recognition and influence.  Currently, it has six main functions: service enquiry handling, service supervision, transaction processing, telemarketing, personal services after normal business hours and value-added services.  It is becoming one of CCB’s signature services and a main channel for customers to conduct banking business.  Through Customer Service Centre 95533, CCB customers can easily make enquiries, transfers, remittances, payments, foreign exchange transactions, etc.  On top of these, CCB can also provide services in financial management, securities and fund dealings as well as telephone payments.  In addition, with its linkage and access to the 800 Credit Card Customer Service Centre, the centre is able to provide a more complete and convenient range of banking services.  And, by using the centre to collect customer feedback and by launching its telemarketing operation, CCB has been able to care more for its customers and subsequently raise customer satisfaction.  Since 2006, Customer Service Centre 95533 has launched a full range of telemarketing services including customer care, customer return visits, questionnaires, loan repayment due date reminders, deposit maturity date reminders, credit card overdraft calls and promotion of funds and treasury bonds, etc.

In the last two years, CCB has been accelerating its projects in developing centralised distribution customer service centre systems.  Projects for the consolidation of call centres in 29 branches such as Jiangsu, Dalian, etc have been launched.  The establishment of these centralised distributional systems will further raise the quality and efficiency of CCB’s customer services, allows highly intensive operations of the centres and thus further increase their competitiveness in the market.

By holding tightly onto a customer focussed operating concept and setting the goal of increasing service quality and raising customer satisfaction, CCB endeavours to develop a world-class and nationally number one ranking customer service centre in order to provide its customers with higher quality and higher efficiency banking services.