eSOON BBP Serves BOC Bank Card Center

Company Background
Operation Status
The Solutions and Result

Company Background

Bank of China (BOC) had proud and long history and played an important role in China's financial history. It was established in 1912 pursuant to the approval of Mr. Sun Yatsen. In the following 37 years until the founding of the People's Republic of China in 1949, the Bank served as the central bank, international exchange bank and specialized foreign trade bank successively.

As the pillar of the country's financial industry, Bank of China was committed to serving the public and developing the domestic financial sector. During these volatile years, the Bank strived to expand its presence in the market by prudent operation and aggressive reform, leading the market in many areas of its operations for a long period. Having branched out into overseas market, the Bank opened a brilliant chapter in China's modern and contemporary banking history.

In 1949, Bank of China became the state-designated specialized foreign exchange bank and substantially contributed to development of foreign trade and the national economy. In 1994 and following the entrenchment of the reform of the financial sector, Bank of China was converted into a wholly state-owned commercial bank. Together with the other three wholly state-owned commercial banks, it constituted pillars of the country's financial industry. In 1994 and 1995, Bank of China became the note issuing bank in Hong Kong and Macao respectively.

Operation Status

To consolidate its competitive edge in the market, Bank of China has, from early 2000, taken a series of reform initiatives around the concept of building good corporate governance. In 2001, Bank of China successfully restructured its operations in Hong Kong by merging 10 of its member banks into Bank of China (Hong Kong) Limited, a locally registered bank. In July 2002, Bank of China (Hong Kong) Limited was successfully listed on the Hong Kong Stock Exchange, becoming the first state-owned commercial bank being list overseas.

BOC took its leading position in the intense competition between banks both domestic and overseas by its strong strength and excellent services at 14th July, 2004, becoming the only bank partner in the 2008 Olympic Games on behalf of our outstanding bank in domestic industry.

The Solutions and Result

eSOON (China) was invited by Bank of China to provide bank card contact center with consultation service, including call center status survey, such as organization architecture/target setting/work execution/service contents and so on; all-directional consultation on operation management such as performance management/quality checkout/Inspire Measure/Training Plan and Field Management. The BBP consultants gained highly praise from call center leaders.

The customer service center in BOC has established more consummate management mechanism, by which it could run smoothly and effectively and provide satisfied services , by integrating the work of different departments, accelerating the efficiency of business and management flow.