Since 2018, changes in the market require Bank of China to modify its business strategies and explore potential in three levels: sales orientation, service channels and cost control. From the sales-oriented point of view, financial products and services have changed from account-oriented management and operation to customer-oriented sales, emphasizing customer relations and adopting multi-channel multimedia interaction with customers. At the same time, Bank of China has to provide customers with more value-added information services. Bank of China's services have developed from the original face-to-face and counter services to online and remote phone service to provide targeted financial advisory services to high-level customers.

From the perspective of cost reduction, Bank of China had to increase the components of automation and self-service. And so the original one-way operation methods, such as single service venue and equipment of banks, would be transformed to a two-way operation mode, in which banks and customers jointly complete financial management operations in a partnership and sharing manner.

Bank of China's call center has made full use of CTI technology to enable its business system to maximize the connection with users, share information resources such as users' needs, so as to be able to serve users to the greatest extent. Simply put, telephone communication in call center of Bank of China depends on human agents, as well as some automated voice devices, voicemail, etc. These agents communicate with customers, not only sharing the resources on the network, but also making the interconnection over the phones.

comprehensive call center system includes intelligent queuing machine (including access server), core server CCS, interactive voice response system IVR, voice fax server, business server, workflow server, database server, manual agent, pager interface, mobile phone short message interface, and CII middleware, all of which form the service center system platform. In the sophisticated process, Human agents play significant roles in serving customers in 24*7*365.

Challenges:

Bank of China is gradually shifting to a "customer-centric" operating model, providing financial services to customers according to their specific personalized needs. By obtaining complete customer information and categorizing it according to different customer behaviors, Bank of China wished to make effective decisions to influence customer behavior and ultimately achieve the purpose of improving profitability.

Bank of China intended to establish its deep understanding of each customer and meet the different needs of each customer. The same customer information and service information can be obtained on different service channels, so that Bank of China can provide customers with the same services in different service channels, and establish long-term beneficial customer relationships with them.

Every contact with a customer is an opportunity for Bank of China to gain new interest, strengthen customer loyalty and learn more about their needs. The hope of the bank's success lies in aiming at the needs of customers and daily life, providing products and demand-based services for customer characteristics, so that customers have a high sense of trust, and let customers feel that the bank is very concerned about him, bank service agents should be based on a full understanding of customer information, quickly meet the initial needs of customers, constantly propose new products and services to customers. Agents are also required to establish notes on products and services to ensure that no customer needs and problems go unnoticed.

Bank of China's customer agents must be able to segment customers based on customer behavior, otherwise the bank will not be able to provide the right service and launch the right product to the corresponding customer; If agents can understand customer behavior, banks can calculate benefits on different scales, provide services that are in line with the bank's ability to contribute, and target new customers who benefit Bank of China.

Solution:

In order to communicate with users more efficiently, Bank of China decided to adopt iSbote's service center echo cancelling headset products, including H3B and M98S. Accurately capture customer voice content in any environment, these two AI headsets feature superior performance, very good audio quality, and can also clearly transmit agents' message to customers, greatly improving the communication efficiency.

iSbote, as a innovative designer to provide intelligent technology, has been offering a variety of headphones for business users and individual customers around the world for over 10 years. iSbote's product portfolios include cost-effective headsets as well as professional executive high-end ones. With much expertise and manpower in electronics, communication and acoustic technologies, iSbote integrates multi-level technologies into our product design, using more advanced software and hardware to make our products competitive and efficient. We use homegrown software and dedicate chips to optimize the cancellation of echo and remove noise, giving users an unparalleled audio experience. By using high-quality microphone array and noise cancelling technology, we ensure that our headset transmits high-quality UHD voice in high demanding environment. Thanks to the voice optimization that protects the ear, iSbote's headset achieves the highest level of protection for users' aural organs.

Results:

• Bank of China improved customer satisfaction from 86.7% to 96.1%, greatly reducing the customer complaint rate;

• Improve customer retention rate, reduce customer switching rate by more than 3 percentage points, and significantly improve brand awareness of Bank of China;

• Reduce service interruptions, reduce users' call costs, and improve the efficiency of call service personnel at Bank of China;

• Optimized the cost of service equipment by 40%, improved the utilization rate of resources, and made the operating cost of the service center 13% lower than before;

iSbote Introduction

As a leading Security and AI technologies provider, iSbote has been partnered with applications & solution providers worldwide to deliver turkey solutions for enterprises, telecom carriers, intelligence, public security, law enforcement, etc. Based on long-standing business network, iSbote’s products and service have served 500+ customers, including distributors, contact centers, financial institutes, public security, national safety agencies and more.