Known as the F1 event of customer service centers, the “Asia Pacific Contact Center Association Leaders Expo 2015” announced the selection result of customer service centers in Asia Pacific. With its excellent service quality and leading management concept, ICBC stood out among the companies from 12 countries and territories in Asia and won the award of “Best Call Center in Asia Pacific”, becoming the only institution in China's banking sector to win this award.

According to an official of ICBC, ICBC has launched diversified services such as IVR navigation in telephone banking, SMG banking, WeChat banking, intelligent website service, online customer service and e-Connect and established a world-leading customer service system that supports over ten types of services such as “telephone + mobile + network” and “manual + self-service + intelligent” in recent years to enhance customer experience, keeping customer satisfaction at a market-leading level. In telephone banking service, while providing such financial services as account inquiry, transfer and remittance, investment and wealth management, bill payment and manual consulting, ICBC has actively expanded such service functions as customer care, risk alert, cross marketing and information analysis and established a four-in-one comprehensive service system of “consulting + trading + marketing + caring”. In self-service and intelligent service, ICBC is the first bank to connect 95588 telephone banking knowledge library with Baidu Knows, which realized comprehensive sharing and interactive update of nearly 10,000 authoritative questions and answers with Baidu Knows and enabled customers to have quick and convenient access to authoritative and professional financial knowledge.

So far, nearly 130 million customers have signed up for ICBC's 95588 telephone banking service, with the number of manual telephone banking service representatives exceeding 4,000, and the number of calls answered per day approaching 240,000, ranking the first in the domestic market. In addition, ICBC continued to push forward the intensive development of telephone banking, established telephone banking service centers in Beijing, Shijiazhuang, Hefei and Guangzhou and provided services in Chinese, English and Cantonese, covering the Chinese Mainland and 20 countries and regions worldwide.