The final of the CCB “Learning Skills, Comparing Services and Building Brand” 95533 Customer Services Knowledge Contest was held in Beijing July 19. Contestants from eight CCB branches including Jiangsu, Shandong, Jilin, Guangdong, Dalin, Ningbo, Qingdao and Hunan competed fiercely. Finally the Hunan branch delegation won the First Rank Group Award, the delegations of Shandong and Jiangsu branches won the Second Rank Group Award and the rest five delegations received the Third Rank Group Award. Four staffs including Wang Ting of Dalian branch were issued the “Best Contestant Award”, the “Best Performance Award” and the “Best Skill Award” respectively. CCB Chairman Guo Shuqing and Vice President Fan Yifei watched the contest and issued the awards to the winner branches.

The contest aims at encouraging the 95533 staffs to learn basic banking knowledge, enhance their professional ethics and moral and raise their service quality comprehensively; implementing the bank’s “customer-centric” business philosophy, optimizing its service process, raising the connectivity and service efficiency of the call center and increasing customer satisfaction; enriching the service implication of the bank’s brand, strengthening brand publicity, building the sound service image of 95533 brand and expanding its influence among consumers. During the 8 months from November last year to now the contest has aroused the enthusiasm of the 95533 staffs throughout the bank of learning skills and competing with services and effectively improved service quality.

The 95533 Customer Service Center is a modern channel of CCB to provide individual and corporate customers various services via interactive voice response, agent seat, Internet, email and fax, including customer services such as processing customer consultations, complaint and suggestions, non-cash and non-paper services such as inquiry, transfer, remittance, agency bill payment, lottery purchase, bank-securities transfer and foreign exchange transaction and outbound call services such as outbound call marketing, credit card overdraft alarm, credit collection, customer follow-up call, market survey and new product promotion. It is the only multi-functional and comprehensive service platform operating out of the 8 working hours and integrating service consultation and monitoring, transaction processing and outbound call services.

By the end of May 2006, the CCB 95533 Customer Service Center has had more than 1,000 staffs serving over 20 million customers. In the first half of this year, the center completed 96.6 million pieces of transaction (equaling the business volume of about 895 medium-sized business outlets), with the transaction volume approaching tens of billion RMB and direct business income reaching RMB19.62 million. The services of the CCB 95533 Center are also fully recognized by the customers and the public. In the first half of 2006, the center received such honors as one of the top ten Chinese service brands and the best award of customer services in China.

The CCB 95533 Customer Service Center is just like a mike transmitting the bank’s “customer-centric” business philosophy. Over a thousand of staffs of the center provide the best and most efficient services for the customers and create value for the bank and the whole society with their own voice.