Currently domestic banks are undertaking business transition towards service oriented modern commercial banks. Service has become a decisive factor of the development of banking business. In such a situation, call center that offers bank customer services, an important task in the industry, faces increasing challenges. Higher customer satisfaction requirements, standard service experience requirements, centralized management and control requirements, higher performance and better ROI... all are issues that call center needs to address.

Agricultural Bank of China (Guangdong) is a provincial branch of Agricultural Bank of China (ABC) in Guangdong and the level-1 bank with the largest business scale across the national ABC system. Agricultural Bank of China (Guangdong) is highly concerned about the information construction of the bank. To date, Agricultural Bank of China (Guangdong) has 2400 plus well-equipped business offices that offer a full line of capabilities. It is a financial institution that boasts the largest number of business offices and a widest coverage in the province.

Meanwhile, rooted in a large market, Agricultural Bank of China (Guangdong) relies on its sizable network and makes the advantage of a major state-own bank. By consolidating the resources of the whole bank, it constructs a quality customer management team, implementing unified marketing strategies to provide quality financial services to both corporate and personal users.

In addition, Agricultural Bank of China (Guangdong) actively expands the service channels, presenting a portfolio of new service channels such as telephone banking, online banking, mobile phone banking and customer service center. Such new service channels extend the service duration and space to provide customers with 7 by 24 non-stop services. The conventional counter services and the new electronic banking services form a multi-polar layout in complementary and mutually benefiting way. The new service channels break the physical boundaries of the conventional banking.

At the same time, the challenges that the call center faces arouse high concern of Agricultural Bank of China (Guangdong). With the continuous increase of the service capability of Agricultural Bank of China, the variety of products is getting wider. The original call center system carries on difficultly, hardly able to satisfy the development requirements of the branch. “Due to the restriction of the equipment of the original call center, the access capacity of the whole customer service platform lags far behind the swiftly development stage of the branch. For survival and development, and to offer better services for customers, we decided to reconstruct the call center service platform of the province,” said a director of Agricultural Bank of China (Guangdong).

Engineering New Customer Service System with Great Efforts
After inspection and investigation of a few equipment vendors, Agricultural Bank of China (Guangdong) decided to adopt the products and solution of H3C for the reconstruction of the whole call center. They believe that the IP network based H3C solution is properly compatible with the third-party equipment of the original call center. In addition, it satisfies the requirements on centralized and unified management in the whole branch. It also meets the diverse needs of Agricultural Bank of China (Guangdong) that come up in different special cases, for example, local services, regional situation and local language adaptability.
According to sources, during the implementation of the project, Agricultural Bank of China (Guangdong) adopted the MSR50-60 multi-service open router of H3C at the provincial core, which provides 32 E1s, 1200 VoIP lines, 70 agents and IVR 900 lines. The prefectural cities adopted the MSR30-20 multi-service open router, which provides 1 to 2 E1s and 30 to 60 VOIP lines.
According to relevant introduction, the MSR multi-service open routers are the new generation network products rolled by H3C to be specially applied in the scenarios of industry branches. The series routers integrate such functions data security, voice communication, video interaction, and service customization. The routers can deploy diverse services conveniently at one node in the context of increasing network applications of Agricultural Bank of China (Guangdong). They can maximally mitigate the complicated problems from different equipment on the network. They also hugely reduce the long-term operation, administration and management (OAM) cost of Agricultural Bank of China (Guangdong).

Competitiveness Sharply Improved to Face Future with Ease
“The successful reconstruction of the call center VoIP project will bring about positive effect of and influence on Agricultural Bank of China (Guangdong). It will benefit the branch in improving the service performance in an all-round manner and maintaining healthy customer relationship. In addition, it can cut the OpEx sharply, further strengthens the industry competitiveness,” commented by a director of Agricultural Bank of China (Guangdong) concerned.

Today, regardless of anytime (7 by 24), anywhere (at home, in office or on the road), any means (the Internet, mobile phone or fax), the customer can easily enjoy the tailor-made services provided by Agricultural Bank of China (Guangdong).

As the implementer of the reconstruction project, H3C is always concerned about the development and requirements of the financial industry. Meanwhile, H3C has in-depth understanding and network construction experience after years of focusing efforts in the financial industry. After thorough analysis of the current situation, development trends, and concerns of the financial industry, H3C rolled out the “Integrated Network Finance Solution” to help customers improve the degree of intelligent business operation and optimize the network. In recent years the H3C products and solutions have made continuous breakthroughs in the high-end areas of the financial industry. Financial backbone network of Germany, Shinsei Bank of Japan, national level-1 backbone network of Agricultural Bank of China, backbone network of Agricultural Bank of China (Shandong), backbone network of Bank of China (Shandong), data center of the headquarters of China Construction Bank, data centralization backbone network of China Construction Bank (Hebei), data centralization backbone network of China Construction Bank (Anhui), national backbone network of Huaxia Bank – just to name a few – all prove, times and again, the leading solutions and excellent technical savvy of H3C in the financial industry.

“By adopting the H3C solution, our customer service center features openness, ease of maintenance and ease of management. What we need to do is to maintain and operate the unified network platform. As a result, the total cost ownership (TCO) and investment in equipment are sharply reduced. In addition, the openness and ease of expansion of the solution enable us to face the customer service development requirements with great ease,” said a director of Agricultural Bank of China (Guangdong) concerned, with delight

.