Bank Report: 37 Banks' Customer Service Centers Renamed to Remote Banking Centers
As of December 2024, there are already 37 banks that have renamed their customer service centers to remote banking centers, accounting for 44%, a 4% increase compared to 2023.
Blue Whale News August 7th (Reporter Jin Lei) August 7th, the China Banking Association published the "China Banking Industry Customer Service Center and Remote Banking Development Report (2024)" (hereinafter referred to as the report).
In the past, some remote areas had limited physical bank branches, making it difficult for residents to access financial services. In recent years, the government has actively promoted digital transformation, emphasizing coordination of safety and development, while remote banking has emerged through the internet, extending the radius of financial services and allowing more people to enjoy convenient financial services.
The report believes that customer service centers and remote banking are adapting to the trend, actively integrating into the overall industry development tide, and transforming into comprehensive, value-added customer service centers, continuously improving the convenience, accessibility, and universality of financial services. As of December 2024, there have been 37 banks' customer service centers renamed to remote banking centers, accounting for 44%, a 4% increase compared to 2023.
In 2024, customer service centers and remote banking had an average answer rate of 94.18% on calls, a 1.3% increase compared to 2023, with a client satisfaction rate of 99.46%, continuously above 99% for four years; services have covered mobile apps, phone, WeChat, SMS, video, email, and microblog.
At the same time, customer service centers and remote banking are deepening their application of big data technology, focusing on data management, labeling, and application, improving service quality and efficiency. According to incomplete statistics, 31% of customer service centers and remote banking have completed internal deployment of large models; 39% apply non-structured data for big data analysis; 26% establish and apply seat images; 59% establish and apply data dashboards; smart technology has become the core driving force promoting high-quality development in the banking industry.