Lately, during selection of the best call center of China in 2015 sponsored by the China Electronics Chamber of Commerce, ICBC E-banking Center was rated as “China’s Best Call Center”, which was the fifth consecutive year the Bank won the award.

Aimed to boost customer experience, the Bank has actively forged ahead with the building of the 95588 remote customer service system and innovation of service modes in recent years. It has successively launched the service modes of telephone banking intelligent IVR navigation, SMS banking, WeChat banking, smart website service, online customer service and ICBC e-Connect on a full-channel, multimedia, intelligent, mobile and social networking basis. It has continued to enhance integrated service of all channels, establishing a world-leading customer service system integrating over 10 service modes (including “telephone + mobile + network”, and “manual + self-service + intelligent”. With service capacities ever improving, it has been leading its peers in terms of service level and customer satisfaction. Furthermore, the Bank has widened its 95588 service coverage, and expanded the service functions of customer caring, risk alert, cross marketing and information analysis to provide customers with financial services combining “consulting + trading + marketing + caring”, which has become an important window and platform to perform social responsibility and provide premium customer service.

Recently, in a bid to leverage the advantages of Internet finance and enhance self-service and intelligence of its customer service, ICBC has interconnected its 95588 telephone banking knowledge base with Baidu’s zhidao.baidu.com platform, and realized all-round sharing of and coordinated updates on around 10,000 authoritative business Q&As, making it the first bank to provide customers with financial knowledge through system interconnection with Baidu Search, broadening channels for customers to address problems.