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  • 中国银行业论文 关于中国银行业论文范文参考资料

    本论文主要论述了中国银行业论文范文相关的参考文献,对您的论文写作有参考作用。

    中国银行业客服中心报告(2018)摘要

    2014年,在互联网和金融的竞合过程中,银行发展的机遇和挑战并存.一方面,以大数据为核心优势的互联网金融频频对银行传统服务发起挑战,竞争压力前所未有;另一方面,互联网和金融的融合也激发了商业银行在服务、产品、渠道等方面的改革和创新.

    在重重挑战中,客服中心作为银行重要的客户问题解决中心、产品营销中心、服务体验中心和信息采集中心,服务价值、渠道价值、数据价值、战略价值日益凸显,对促进银行实现战略转型、提升市场竞争力起到了重要作用.但是面对信息技术日新月异、市场竞争日益激烈、客户需求复杂多变等新形势,银行业客服中心也面临诸多挑战,并在挑战中壮大.同时,未来客服中心将呈现出四大发展趋势,并在服务内容的拓展、服务渠道的丰富、服务方式的创新、服务质量的提升、人才培养等方面实现跨越和发展.

    银行业客服中心地位显著上升

    国内银行业客服中心在人员规模上的快速发展基本源于信用卡业务的发起.服务内容方面,随着客户对金融服务的需求由原有的柜台面对面服务,向全方位、全天候、全功能的方向发展,银行客服中心除信用卡业务外,逐渐涵盖储蓄、理财、个贷、对公等传统银行业务.服务职能也从单一的咨询服务,拓展成为咨询、交易、营销、客户关系管理、内部支持等综合性服务.客服中心在不断提供更优服务体验的同时,自身也在队伍建设、运营管理、系统搭建等方面得到了全面发展.

    综合型客服中心逐渐兴起,部分客服中心探索将信用卡业务和传统业务融合.2014年,中国银行业客户服务委员会70家成员单位中,包括大型商业银行和邮政储蓄银行客服中心11家、股份制商业银行客服中心19家,城市商业银行客服中心18家、农村商业银行及农村信用社客服中心21家、外资银行客服中心1家;在业务运营模式上,以储蓄、借记卡、个贷、理财、对公等业务为主的传统银行业务客服中心24家,信用卡业务客服中心14家,受理全行各类业务的综合型客服中心32家.

    根据课题组调研,大型商业银行、邮政储蓄银行和股份制商业银行多分为传统银行业务和信用卡业务两个客服中心,虽然部分银行客服中心开始探索将信用卡业务和传统银行业务进行融合,但目前综合型客服中心仅占13%.综合型客服中心除了在集中运营、统一管理、统一服务标准等方面有一定优势外,个别客服中心可以实现由一名客服代表受理所有银行业务,使得客户服务体验和人员利用率进一步得到提升,如光大银行客户满意中心.

    客服中心地位不断提升,半数以上隶属于电子银行、网络金融部等部门.从银行内部组织架构看,随着客服中心对于银行战略意义的不断提高,在行内的组织架构也在发生变化.在中国银行业协会客户服务委员会70家成员单位中,目前有15%的客服中心在所属银行作为一级部门或以附属公司形式设立,由总行直接进行管理,如:浦发银行95528借记卡客户服务中心、恒丰银行客户服务中心等.84%的客服中心设立在相应业务部门下,为二级部门或该业务部门的下属团队.仅有1家银行的客服中心为 部门.

    在隶属于业务部门的客服中心中,隶属于信用卡中心占25%,以信用卡业务客服中心为主;隶属于电子银行、网络金融等部门占59%,以传统银行业务客服中心和综合型客服中心为主;16%的客服中心隶属于零售、运营管理、结算中心等部门.

    从客服中心内部组织架构看,根据课题组调研,银行业客服中心内部组织架构按职能可划分为前台、中台和后台三种类型.前台部室主要从事客户服务工作,通过电话、在线、短信、微信、视频等渠道向不同类型客户提供呼入及呼出服务,包括:业务咨询、交易受理、交叉营销等服务.中台部室虽然不直接面对客户,但其职责同样是为客户提供服务,以在线业务支持、投诉处理、工单审核处理等职能为主.后台部室主要分为运营管理、服务支持、技术支持、综合保障四类职能,为客服中心的运营效率和服务质量提供保障.

    随着银行在服务渠道上多元化的建设,客服中心逐渐展示出在各渠道中的核心枢纽作用,2014年部分客服中心设立了服务渠道运维支持的岗位,促进渠道间的协同发展,并不断改善各渠道的客服服务体验.同时,在服务过程中形成问题收集和反馈机制,开展数据分析、报告撰写、系统测试等渠道运营维护工作.

    人力负增长趋势逐渐显现,人工服务向智能自助服务的战略转移已徐徐拉开帷幕.截至2014年末,银行业客服中心从业人员已达5万人,较2013年增加10%,较2012年增加27%.其中,员工达到1000人及以上的大型客服中心为19家,占比27%;员工人数达到100人,不满1000人的中型客服中心为17家,占比24%;员工人数不满100人的小型客服中心为34家,占比49%.

    同时, 2014年客服中心人力负增长趋势逐渐显现.据统计,2013年仅有3家银行客服中心较2012年呈现人力负增长,2014年人力负增长客服中心已达13家.根据课题组调研分析,随着各家银行发卡量持续攀升,人力负增长的银行客服中心在自助服务渠道的拓展上不断推陈出新,人工服务向智能自助服务的战略转移已徐徐拉开帷幕.

    银行业客服中心发展面临三大挑战

    面对信息技术日新月异、市场竞争日益激烈、客户需求复杂多变等新形势,银行业客服中心面临三大挑战:

    客户行为和需求的新变化.随着银行业改革的推进和移动互联网时代的来临,客户行为和需求也在发生一系列深刻的变化,影响着银行业客服中心服务方式的改变.第一,服务渠道多元化.客户服务逐渐由传统的电话、PC平台向微信、微博和在线客服等移动互联网平台转变,客户在享受客户服务过程中对交流的便捷性、互动性、私密性要求更高.第二,服务内容综合化.由过去单一的客户服务逐渐向涵盖咨询、理财、交易、增值服务等一站式综合化服务转变,客户希望能够享受到更全面、更写作化的服务.第三,对信息安全性要求越来越高.随着移动互联网的发展,智能化服务更加突出,信息安全日益重要.客户在享受便捷的金融服务的同时,对信息安全的要求也越来越高.第四,对服务体验的要求越来越高.客户希望通过客服中心人工服务、自助语音和移动互联网平台服务等各种方式,享受良好的金融服务,在和客服代表交流过程中能得到愉悦的服务体验,包括客户问题的解决、客服代表情感的投入、良好的系统体验、信息的安全性保障等,这些都对银行业及其客服中心提出了挑战.

    中国银行业论文范文结:

    关于中国银行业方面的的相关大学硕士和相关本科毕业论文以及相关放开外资持股银行论文开题报告范文和职称论文写作参考文献资料下载。

    1、中国近代史论文3000字

    2、中国校外教育杂志社

    3、中国社会科学期刊

    4、中国现代医学杂志

    5、中国畜牧杂志

    6、中国和世界的关系论文

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