生物认证自助设备的推广对银行客服中心的影响研究

发布时间：2018-10-09 19:30

【摘要】：随着当今科技以及生物技术的迅猛发展,新型生物认证方式已开始逐渐在人们的工作、学习和生活中崭露头角,其天然的唯一性大大提高了身份识别的安全性与便捷性。特别是其在银行自助设备上的应用,将极大限度地降低资金风险事件的发生。然而,新型生物认证方式在自助设备上的应用,会在一定程度上给银行客户服务中心带来影响。为研究这种影响,笔者亲赴甘肃兰州实地考察了国内第一家采用生物认证方式对外服务的兰州银行,并结合对中国银行业协会客服中心联席会部分成员单位发放的问卷调查,推断出新型生物认证方式在自助设备上的应用对银行业客户服务中心可能产生的影响。通过对于虹膜认证、指静脉认证以及指纹认证的比较分析,笔者认为,新型生物认证方式在银行自助设备上的应用对于客户服务中心的影响主要分为三个层面:一是设备方面。因设备的采购、维护不利,可能造成客服中心短期内来电量猛增,客户负面情绪严重,严重影响客服中心重要话务指标以及坐席情绪;二是系统方面。针对目前Windows XP系统服务支持停止的现状,新型生物认证仪器的工作环境的安全将遭受极大的考验,一旦发生风险事件,客服中心将承受巨大的话务压力;三是操作方面。由于客服中心特殊的工作性质,无法直面客户完成相关指导,对于客户的实际操作仅能借助双方的言语沟通实现,可能会存在理解、沟通上的障碍,从而影响到客服中心的整体绩效考核指标。对此,笔者分别站在银行业客户服务中心以及产品经理的角度提出不同的解决方案,以求实现新产品、新业务推广与客服中心发展的双赢局面。
[Abstract]:With the rapid development of science and technology and biotechnology, the new way of biometric authentication has begun to emerge gradually in people's work, study and life. Its natural uniqueness has greatly improved the security and convenience of identity identification. Especially its application in bank self-service equipment will greatly reduce the occurrence of capital risk events. However, the application of new biometric authentication in self-service equipment will influence the customer service center of bank to some extent. In order to study this influence, the author went to Lanzhou, Gansu Province, and visited the first Lanzhou Bank in China to use biometric certification to serve the outside world. In combination with the questionnaire survey issued by some members of the customer Service Center of the China Banking Association, The influence of the application of new biometric authentication in self-service equipment on customer service center in banking industry is inferred. Through the comparative analysis of iris authentication, finger vein authentication and fingerprint authentication, the author thinks that the application of new biometric authentication in bank self-service equipment has three aspects: one is equipment. Because of the equipment purchase, the maintenance is unfavorable, may cause the customer service center short-term electricity quantity to soar, the customer negative sentiment is serious, seriously affects the customer service center important traffic index and the seat mood; second, the system aspect. In view of the current situation of the Windows XP system service support stopped, the safety of the new biometric certification instrument will be greatly tested. Once the risk event occurs, the customer service center will bear huge traffic pressure; third, the operation aspect. Because of the special working nature of the customer service center, it is impossible to directly face the customer to complete the relevant guidance. The actual operation of the customer can only be realized through the verbal communication between the two sides. There may be obstacles in understanding and communication. Thus affecting the overall customer service center performance evaluation indicators. In order to realize the win-win situation of new products, new business promotion and customer service center, the author puts forward different solutions from the point of view of customer service center and product manager in banking industry.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TH693

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