- Ms. Zhou Hongyan, Senior Manager, Customer Service Center, BOCOM E-banking
Bank of Communications (BOCOM ) was founded in 1908.
As one of the four oldest banks in China, the company
operates 128 domestic branches, with 2,643 operating
locations and over 85,000 employees in the country. Its
“95559” Customer Service Center is an important channel
to handle financial business and has over 700 agents in
Shanghai and Wuhan, handling a daily call volume of
“Agents have to talk on the phone for an average of 6.5
hours daily,” said Ms. Zhou Hongyan, Senior Manager,
Customer Service Center, BOCOM E-banking. “However,
long hours spent talking on the phone often causes
discomfort to agents due to the loud headset volumes. This
might even damage the hearing of agents in the long
term. Moreover, a high turnover rate from unhappy agents
might also affect our business operations and lead to a
fluctuation in call completion rates,” she adds. Thus
BOCOM ’s Customer Service Center was seriously looking at
improving the comfort levels during operations. One way
to achieve this was to deploy advanced headsets that
enhanced agent performance while they delivered
improved customer service.
BOCOM ’s Customer Service Center for E-banking was using
a variety of headsets from various manufacturers. In the
beginning of 2011, they began seeking vendors who could
provide advanced headsets that met more stringent
requirements for durability, comfort and voice delivery.
BOCOM has been using Jabra GN2100 headsets since 2007.
In February 2011, they decided to test the Jabra BIZ 2400 headset. After a month-long trial, agents were convinced
that the Jabra headsets were far superior to their previous
headsets and clearly Jabra was the right partner for them.
BOCOM then effortlessly deployed the 300 sets of Jabra BIZ
2400 headsets because of its compatibility with its Avaya call center platform.
The Jabra BIZ 2400 headsets provide a superior user
experience for BOCOM call center agents, helping them
increase their productivity and improve service delivery.
The Jabra BIZ 2400 headsets are configured for business
and contact center professionals, providing superior call
experience for all agents. With unrivalled noise cancelling
features, it is possible for call center agents to converse at
a lower volume and deliver a better service over the
Made from surgical steel and kevlar materials, the Jabra BIZ 2400 Series delivers maximum service life while requiring
minimum maintenance. With fewer breakdowns, BOCOM ’s
Customer Service Center will be able to generate a better
return on investment over the long run.
“The Jabra BIZ 2400 headsets provide enhanced comfort
to agents who are on the phone for long time. Its superb
audio delivery also enables agents to maintain effective
communications with customers without turning up the
volume, thereby improving service delivery while
protecting hearing,” says Ms. Zhou. Additionally, the
flexibility of three wearing styles – earhook, neckband or
headband – enable agents to choose the configuration that
suits them for enhanced productivity.
Jabra also delivers outstanding after-sales services.
Ms. Zhou says, “Jabra provides product training to staff
periodically, helping us further improve our operations.
With continued support from Jabra, our agents are now
much more efficient at their jobs, while we have increased
our call handling capacity.”