OREANDA-NEWS. December 23, 2014. Recently, in the competition launched by Asia Pacific Contact Center Association Leaders (APCCAL), the largest call center association in Asia Pacific, ICBC’s call center has stood out from call centers in more than 10 countries and territories in Asia Pacific to once again win the title of “Best Call Center” in Asia Pacific after going through the general evaluation, on-site check, performance evaluation, cold calling and network selection. ICBC was the only financial enterprise winner in China.

In recent years, ICBC has established an world-leading telephone banking service system by driving technology development, system building and service innovation. It has offered a portfolio of financial services including account inquiry, transfer and remittance, investment and wealth management, bill payment, credit card service and manual consultation by leveraging advanced and intelligent interactive voice response (IVR) and intensive 95588 CSRs. So far, ICBC’s 95588 telephone banking has 6,500 CSRs serving close to 120 million registered customers, with average daily calls answered reaching about 400,000, topping other peers in China.

With increasingly enhanced technology and services, ICBC has continued to advance the construction of integrated telephone banking by establishing telephone banking service centers in Beijing, Shijiazhuang, Hefei and Guangzhou. Its services have been covered Mainland China and expanded to 14 countries and territories in the world.