AB国有商业银行客服中心的现状与发展策略研究
发布时间：2018-08-14 13:08
【摘要】：根据我国在加入世界贸易组织之初所做的承诺，我国在入世三年之后做到对中国金融市场的逐步开放。自从2006年12月1日开始，外资银行可以在我国的十三个城市当中对人民币业务经营，这也显示出中国入世完全结束过渡期。从这时候开始，我国也开始正式兑现开放全部金融行业的承诺，随着相应取消各项对中国金融业的保护性措施，这将在对我国的金融业所造成的影响进一步凸显。在发生深刻变化的营销环境下，银行获得竞争优势的重要工具就是实施服务营销。当前，我国商业银行己进入新的战略机遇期。我国自2001年加入WTO之后，经济全面开放其中也包括金融业的开放，随着外资银行的不断进入，我国的金融企业面临前所未有的挑战与竞争。某国有银行现有的客户服务中心无论是规模、组织还是其他各方面在有限的同行业中都处于领先地位，并且在业内以及消费者心目中的口碑也较好，在短短数十年里AB国有商业银行银行的客户服务中心取得了优秀的业绩。与此同时，2007年，随着资本市场的升温，居民投资理财热情逐渐高涨，股票、基金、外汇、黄金等投资理财工具成为市场的热点。而AB国有商业银行客户服务中心也瞄准了社会的发展契机适时的开拓了相关业务，包括投资、理财以及金融产品交易等各项服务，从基础上提升了整体客户服务中心的功能性以及多元化的服务理念，帮助AB国有商业银行更进一步的提升与客户之间的交流与沟通，帮助客户有效解决在实际应用本行产品过程中的困惑以及障碍，并且进一步与客户建立起了良好的情感交流，提升了整体的银行与客户之间的关系，从根本上提高了本行整体的客户服务。本文采用实证分析、对比等方法，通过实地调研及行业交流，在分析总结数据的基础上进行问题探究。首先将研究资料分类整理，提出国内外呼叫中心的发展境况，其次对AB国有商业银行客户服务中心现状进行研究，，再进一步分析AB国有商业银行客户服务中心发展中存在的问题，并在此基础上对客户服务中心对AB国有商业银行经营发展促进作用做出研究，最后是研究AB国有商业银行客户服务中心发展策略，相信本文对相关课题的研究有着一定的借鉴作用。
[Abstract]:According to the promise made at the beginning of China's entry into WTO, China will gradually open its financial market three years after China's entry into WTO. Since December 1, 2006, foreign banks have been able to conduct RMB business in 13 cities in China, which also shows that China's WTO entry period is completely over. Since then, China has also officially fulfilled the promise of opening up all financial industries. With the corresponding cancellation of protective measures for China's financial industry, this will further highlight the impact on China's financial industry. In the changing marketing environment, the important tool for banks to gain competitive advantage is to implement service marketing. At present, China's commercial banks have entered a new strategic opportunity period. Since China joined the WTO in 2001, the economy has been fully open, including the opening of the financial industry. With the continuous entry of foreign banks, our financial enterprises are facing unprecedented challenges and competition. The existing customer service centers of a state-owned bank are in a leading position in a limited number of industries, regardless of their size, organization or other aspects, and have a good reputation in the industry as well as in the minds of consumers. In just a few decades AB state-owned commercial bank customer service center has made excellent performance. At the same time, in 2007, with the heating up of the capital market, the enthusiasm of residents' investment and financial management is rising gradually, and the investment financing tools such as stocks, funds, foreign exchange, gold and so on have become the hot spot of the market. And the customer service center of AB state-owned commercial bank also aims at the development opportunity of the society and develops relevant business timely, including various services such as investment, financial management and financial product transaction, etc. On the basis of the enhancement of the overall customer service center functionality and diversified service concepts, to help AB state-owned commercial banks to further enhance the communication and communication between customers, Help customers to effectively solve the practical application of the Bank's products in the process of confusion and obstacles, and further establish a good emotional exchange with customers, improve the overall relationship between the bank and customers, Fundamentally improve the bank's overall customer service. In this paper, empirical analysis, comparison and other methods, through field research and industry exchanges, on the basis of data analysis and summary of problems. First of all, the research materials are sorted out, and the development situation of call center at home and abroad is put forward. Secondly, the current situation of customer service center of AB state-owned commercial bank is studied. Further analysis of the problems in the development of customer service center of AB state-owned commercial bank, and on the basis of the customer service center to AB state-owned commercial bank management and development to make a study on the role of promoting, Finally, this paper studies the development strategy of customer service center of AB state-owned commercial bank.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F832.33
本文编号：2182953
[Abstract]:According to the promise made at the beginning of China's entry into WTO, China will gradually open its financial market three years after China's entry into WTO. Since December 1, 2006, foreign banks have been able to conduct RMB business in 13 cities in China, which also shows that China's WTO entry period is completely over. Since then, China has also officially fulfilled the promise of opening up all financial industries. With the corresponding cancellation of protective measures for China's financial industry, this will further highlight the impact on China's financial industry. In the changing marketing environment, the important tool for banks to gain competitive advantage is to implement service marketing. At present, China's commercial banks have entered a new strategic opportunity period. Since China joined the WTO in 2001, the economy has been fully open, including the opening of the financial industry. With the continuous entry of foreign banks, our financial enterprises are facing unprecedented challenges and competition. The existing customer service centers of a state-owned bank are in a leading position in a limited number of industries, regardless of their size, organization or other aspects, and have a good reputation in the industry as well as in the minds of consumers. In just a few decades AB state-owned commercial bank customer service center has made excellent performance. At the same time, in 2007, with the heating up of the capital market, the enthusiasm of residents' investment and financial management is rising gradually, and the investment financing tools such as stocks, funds, foreign exchange, gold and so on have become the hot spot of the market. And the customer service center of AB state-owned commercial bank also aims at the development opportunity of the society and develops relevant business timely, including various services such as investment, financial management and financial product transaction, etc. On the basis of the enhancement of the overall customer service center functionality and diversified service concepts, to help AB state-owned commercial banks to further enhance the communication and communication between customers, Help customers to effectively solve the practical application of the Bank's products in the process of confusion and obstacles, and further establish a good emotional exchange with customers, improve the overall relationship between the bank and customers, Fundamentally improve the bank's overall customer service. In this paper, empirical analysis, comparison and other methods, through field research and industry exchanges, on the basis of data analysis and summary of problems. First of all, the research materials are sorted out, and the development situation of call center at home and abroad is put forward. Secondly, the current situation of customer service center of AB state-owned commercial bank is studied. Further analysis of the problems in the development of customer service center of AB state-owned commercial bank, and on the basis of the customer service center to AB state-owned commercial bank management and development to make a study on the role of promoting, Finally, this paper studies the development strategy of customer service center of AB state-owned commercial bank.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F832.33
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