At the annual conference of “CCMWorld Group”, a renowned third-party platform for call centers in China, ICBC has been granted the “2014 China Best Call Center” award. It was the fourth time the Bank received the “China Best Call Center” award granted by respected institutions since 2010.

In recent years, the Bank has vigorously developed telephone banking and other electronic channels as a critical means to boost its service standards, consistently enhancing the service capacity of telephone banking and improving service functions. So far, the registered customers of its 95588 telephone banking service have amounted to nearly 120 million, with over 6,500 customer service representatives, and a daily average phone-answering volume of around 400,000 calls, placing the Bank on top of its domestic peers.

An ICBC official said that by relying on its advanced technology platform, the Bank has established an e-banking service system integrating telephone banking, Internet banking, mobile banking and self-service banking, and can provide clients with 7*24 non-stop, premium and diversified financial services, leading a new round of Internet finance development. Up to now, over 82% of its 200 million-strong deals processed each day have been completed through its e-banking channels.

This year's “selection of the China Best Call Center” was sponsored by CCMWorld Group, and co-organized by industry experts and well-recognized professionals. The selection lasted six months, involving secret investigation on the phone, performance assessment and interview, as well as on-site review. The call centers of more than 200 enterprises and public institutions took part in the event.