Bank Customer Service Center Operation Management

Author: Wu Lun et al. (editors)
Publisher:
Publish Date: 2005-02-01
Features: "Banking CRM Theory and Practice," "Bank Customer Service Center Planning and Construction," and "Bank Customer Service Center Operations Management" are part of the Banking Special Topic Series within the "Customer Service Center Technology and Management Series." Starting from basic marketing theories, the series summarizes and analyzes the past, present, and future of bank customer service centers both domestically and internationally, demonstrating strong industry relevance. The series conducts in-depth discussions from a multidimensional and integrated perspective. It begins by analyzing the logical and physical connections between enterprises and customers, then discusses planning, construction, and operations management—three relatively independent yet interconnected aspects. While examining business needs, it explores technological advancements; while summarizing international experiences, it introduces the domestic practical environment. Alongside conceptual explanations, it proposes concrete and actionable methods. The authors of this series are either experienced banking technical professionals, seasoned industry operation management experts, or key figures in the domestic integration industry. Therefore, the content is rich in practical experience and includes authoritative materials from both domestic and international sources. This book is written specifically for the operation management of bank customer service centers. Based on an analysis of the current status and characteristics of bank customer service centers, it elaborates in detail on several key aspects of their operation management process. The book is divided into 7 chapters, focusing on the three major management levels (human resource management, technical management, and on-site management) and two systems (training system and quality control system) during the operation of bank customer service centers. Additionally, it introduces methods for measuring customer satisfaction, the core objective of customer service center operation management. The book emphasizes the connection between theory and practice. On one hand, it summarizes years of experience in customer service center operations; on the other hand, it incorporates numerous practical application cases from domestic and international banks, which will help improve the operational management standards of domestic bank customer service centers. This book is primarily aimed at (management personnel at various levels) of domestic commercial banks, particularly senior bank management and customer service center managers. It can also serve as a reference for customer service center management personnel in other industries.