OREANDA-NEWS. July 01, 2011. The Customer Service Center (Tianjin) of the Agricultural Bank of China Limited (ABC) successfully passed the five-star certification of the Customer Contact Center Standard (CCCS), which was formulated by China CRM Committee of the China Federation of IT Promotion, and thus became the first integrated operation customer service center passing the CCCS five-star certification among the four largest state-owned banks, reported the press-centre of ABC.

The Customer Service Center (Tianjin) of ABC was established in December 2007. After three years, it has expanded its staff number from over 150 employees to over 800, and increased the daily average CSR service calls from over 2,000 to over 47,000 calls. It offers 24-hour one-stop consulting, complaining, account management, customer care, marketing and information services for the customers, and opens an intra-bank service hotline to provide business consulting, collection/payment reminding and equipment repair application services for the business departments and outlets of all covered branches. To date, the Customer Service Center (Tianjin) has extended its services to 19 provinces and municipalities.

Besides, it has also established a remote customer service team in Beijing. It has become the heaviest workload customer service centre of ABC and renders the most complete categories of business in ABC. At the beginning of 2011, the Customer Service Center (Tianjin) actively responded to the call of the "Year of Basic Management Improvement", and rolled out the CCCS evaluation project. Through six months of careful preparation and strict certification examination, and under the guidance of the CCCS certification evaluation consulting team, comprehensive and strict examinations were performed on the internal basic management of the Customer Service Center (Tianjin) from perspectives such as development direction and positioning, customer value, service strategy, performance measurement analysis, personnel management, operational management and procedure management. The examinations covered all management procedures of business departments in the center.

The Customer Service Center (Tianjin) participated in the Ninth Session of China Call Center Summit and Survey of the Best Call Centers and Managers in China, which was hosted by China CRM Committee of the China Federation of IT Promotion and co-undertaken by the Customer Contact Center Standard Committee and the ICMI China. ABC was awarded the title of "Best Call Center of China, 2010-2011", and won the "Best Development Achievements of Chinese Call Centers, 2010-2011". This reflects the strong affirmation and high recognition of the call center industry to ABC's customer service level, and reveals the great concentration and dedication of the ABC integrated customer service system to customers.

The brilliant achievements the Customer Service Center (Tianjin) realized over the past three years are a miniature of the development of ABC's integrated customer service center system. Bearing the "customer-centered" business philosophy, it has become the fourth key financial service channel of ABC, standing side by side with physical outlets, self-service banking machines and internet banking. Looking ahead, theCustomer Service Center (Tianjin) will be dedicated to building the hotline 95599 into a top-notch .customer service brand in China. By better playing the role as a platform of remote financial service, customer service management, product marketing and decision-making support, it will become an important tie for attracting and retaining high-quality customers, a momentous channel for cultivating new service advantages and a significant window for improving ABC's social image.