Introduction to the outbound call plan for the banking industry
1. Project background
With the continuous development of fintech, the competition in the banking business has become increasingly fierce. In order to further improve customer experience and optimize resource allocation, CCB Maoming Branch decided to implement a human outbound call project to achieve both customer satisfaction and business efficiency. The implementation of the manpower outbound call project of CCB Maoming Branch will help improve the quality of the bank's customer service, optimize business processes and improve work efficiency.
Second, the project objectives
1. Reduce labor costs, achieve sustainable development, strengthen the maintenance of relationships with customers, and improve customer retention rate. Banks can enhance their interaction and contact with customers and improve customer loyalty and stickiness by making outbound calls to guide customers to add WeChat, regular return visits, birthday wishes, and preferential activities. At the same time, manual outbound calls can also find and solve the causes of customer churn in a timely manner, and take effective measures to recover lost customers.
2. Optimize the business process of the bank, improve work efficiency and increase the income of the bank. Through effective communication with customers, banks can better understand customer needs and recommend financial products and services that are suitable for customers, thereby increasing customer purchase rates and transaction volumes. In addition, manual outbound calls can also identify the needs of potential customers, expand new businesses and markets, and bring more business opportunities to banks.
3. Improve the quality of customer service, enhance customer loyalty, and improve customer satisfaction. Through manual outbound calls, banks can communicate one-on-one with customers, understand customer needs, opinions and suggestions, and solve customer problems and disputes in a timely manner. This proactive communication style can make customers feel the attention and care of the bank, which in turn increases customer satisfaction with the bank.
4. Improve employee efficiency. By formulating scientific outbound strategies and processes, and reasonably allocating work tasks and resources, the work efficiency and productivity of employees can be improved. At the same time, strengthen staff training and management, improve the professional quality and service level of employees, and further improve the efficiency and quality of employees.
3. Project implementation plan
In order to strengthen communication and interaction with customers, we cooperated with the branch to launch the addition of micro services. Through outbound calls, customers are invited to pay attention to the official WeChat work of CCB Maoming Branch, so that customers can keep abreast of the latest products, activities and services of the branch. We will provide our clients with a personalized service experience to meet their financial needs.
In response to the needs of personal financial services, we will focus on promoting personal finance business, such as wealth management, insurance, loans, etc. Through outbound calls, we will introduce the advantages and characteristics of various types of personal finance business to customers, and provide customers with professional financial consulting services. At the same time, we will tailor financial solutions according to the individual needs of customers to help customers achieve wealth appreciation.
For branch credit card customers, we can take the initiative to provide customers with bill installment services through **outbound calls. In **, we will introduce the advantages of installment business to customers, such as reducing the pressure of repayment, enjoying interest-free discounts, etc., and provide customers with a convenient handling process.
In order to further improve the customer service quality and business level of CCB XX Branch, we have formulated the following manpower outbound call plan to promote the sustainable and stable development of the bank's customer care:
1.Personnel training: Provide professional training for outbound teams, including business knowledge, communication skills and emotion management, etc., to ensure that the team has an efficient service level.
2.Plan formulation: Combined with the needs of Maoming Branch and market research, formulate a personalized human outbound call plan, and clarify the outbound call target, speech technique and process.
3.Intelligent outbound call operation: Combined with the intelligent outbound call system provided by the CCB Jinke team of the head office, the operation team of Jiexun provides AI platform operation, outputs reports according to the outbound call results, and reasonably arranges manual further outbound calls to improve the efficiency of adding enterprises and micro-services.
4.Resource integration: Integrate internal resources to ensure smooth communication between the outbound team and other departments to improve work efficiency.
5.Data analysis and optimization: Continuously optimize outbound call plans through data analysis to improve outbound call effectiveness.
In order to ensure the smooth implementation of the outbound call program, we will establish a sound training system and assessment mechanism. Conduct regular training and assessment of customer service personnel to improve their business level and communication skills. At the same time, we will strengthen team building, enhance team cohesion, and provide a strong guarantee for the implementation of the outbound call plan.
FourthThe GitXun advantage
As a professional financial outbound call service provider, Shenzhen Jiexun Communication Technology Co., Ltd. has been committed to providing efficient, stable and safe services for customers in the banking industry since its establishment in 2016. We are honored to have the opportunity to provide manpower outbound call service for CCB XX Branch. Through the system combined with our manual services, we can quickly and accurately screen out the target customers, which greatly improves the efficiency and success rate of outbound calls.
AI outbound calling systems are not a panacea. In some cases, customers may not be able to reach immediately** or require human service to resolve the issue. Therefore, we have combined human services to compensate for the shortcomings of the AI outbound call system. Our team of professionals has the experience and expertise to solve our customers' problems quickly and accurately, ensuring the smooth running of our services. It provided efficient and accurate access services for CCB Maoming Branch.
Jiexun will use the existing resources of the company's Maoming workplace to establish a professional localized service team for CCB XX Branch, including operation personnel and manual outbound customer service. The team has professional skills and experience, and can formulate and adjust business plans such as outbound enterprise micro addition, personal finance, and account sharing according to customer needs and market changes.