eSOON BBP Assist the ABC Call Center Reconstruction

Company Background
Operation Status
The Solutions and Result

Company Background

On June 1 1979, Agricultural Bank of China Shanghai Branch was established as a specialized bank in Shanghai. Since then, ABC have taken the responsibilities of developing the economy and servicing the people and have set up the business ideas of customer and market orientery, being supported by science and technology and aiming at high profits.

ABC has continued to improve its banking businesses, strengthened the operational force and increased its assets for hundreds of times. ABC has attached much importance to sci-tech innovations, updated the business ideas, opened to the market and serviced the whole society. Also, we have improved the management and established sound corporate governance in order to boost all banking businesses in a safe, stable and efficient way.

ABC Shanghai Branch, as a modern and integrated state commercial bank, has become an important force in the emerging international financial center in Shanghai.

Operation Status

ABC Shanghai Branch is a first-level institution that ABC, one of the four state commercial banks, has set up in Shanghai. At present, the total assets of RMB and foreign currencies with the Branch are two times more than that of the national average, and the operation efficiency has ranked top for seven successive years in the ABC system.

The RMB assets accounted for over 20% in the four state commercial banks in Shanghai. ABC has established an enormous and complete service network with its 25 regional sub-branches and operational units that account for 30% in units of four state commercial banks. The Branch, taking advantage of computer, electronic and telecommunication technologies and wide service resources from other branches, has already linked up cities and villages throughout China. Among our 10,000 staffs, many have held middle or high level of professional qualifications, higher than that of the national level.

We have optimized the structure and placement of human resources to boost the development of our businesses.

The Solutions and Result

Octomber 2004 eSOON (China) BBP was invited by ABC Shanghai Branch to consult with the reconstruction of branch call center. In this project, eSOON (China) BBP assists ABC Shanghai Branch to make plan on the inbound and outbound business of its call center, introducing the most advanced call center platform and inbound & outbound blended agent interface.

Once the solution completed, marketing activities could be carried out vas the call center. Besides, during the solution implementation, eSOON (China) BBP helped ABC Shanghai Branch to combine the performance evaluation index and operation experience on large-sized call centers overseas with this reconstruction project. The first phrase of this solution was online with success at March 2005.

With the cooperation between ABC and eSOON (China), the operation level of the call center in ABC Shanghai Branch is improved; meanwhile, outbound business could be implemented to find new profit growth point and explore new business expansion channels.