Founded in 1987, China Merchants Bank (CMB) offers
various retail and corporate banking services including
savings account, credit card services, home mortgage
loans, overdraft facilities, trade financing, and fund
management. With total assets exceeding RMB 2.2 trillion,
CMB focuses on the mainland Chinese market with 780
operation offices and more than 40,000 employees.
- Manager, Telephone Banking (Call Center), China Merchants Bank
In 2009, the Wall Street Journal Asia ranked it as number
one among “The Most Esteemed Enterprises in China”.
To improve its customer engagement, CMB delivers a
“95555” Telephone Banking service – operating out of its call
center – that advises customers on their business, handles
complaints, helps check account balances, assists in trade
transactions, and provides wealth management advice.
Manned by 2,000 agents, CMB’s call center handles up to
200,000 calls daily. “Our 95555 Telephone Banking service
has grown into an important channel for our customers,
evidenced by the large number of calls we receive daily.
Thus our agents need reliable, welldesigned equipment
to perform at their best levels,” said CMB’s Telephone
Banking Operations Manager.
He added, “We urgently needed a comfortable headset
solution to enhance customer interaction and maintain
a high level of service delivery. At the same time, we
also wanted to leverage our existing platform with a
Before the implementation, CMB conducted extensive market
research and compared the performance of various
headsets out in the market. And Jabra recommended the Jabra Biz 2400 headsets for CMB’s call center agents.
A series of tests were then carried out to ensure maximum
compatibility with its Huawei call center platform. The call
center manager said, “We finally chose the Jabra Biz 2400
after considering its durability, platform compatibility, technical
parameters, audio quality, and the comfort it offered.”
The Jabra Biz 2400 headsets have successfully transformed
CMB’s call center service. Agents using the headsets can
work on the phone for longer, while the level of engagement
is better—thereby helping boost customer satisfaction.
By delivering ultra-clear communications, the Jabra Biz
2400 headsets have made it easier for agents to hear and
respond to callers. “Compared to our previous headsets,
the Jabra Biz 2400 with its noise cancellation effectively
blocks out unwanted noise, delivering improved call clarity
and enabling our agents to boost customer satisfaction by
being able to connect with them better,” said the call
With its lightweight design and ergonomic features such as
the 360o microphone rotation, the Jabra Biz 2400 headsets
can be used throughout the day with minimal strain. CMB
places great importance in ensuring agents have a high
level of job satisfaction; and the new Jabra headsets have
helped it achieve that goal. “The Jabra Biz 2400 headsets
are so comfortable and offers such a good user experience
that agents feel more fulfilled at their jobs—making it
easier for them to handle more calls in a day,” said CMB’s
call center manager.
The Jabra Biz 2400 compatibility with CMB’s call platform
makes investment in new PBX systems unnecessary—thus
helping keep costs low. Additionally, the headset’s surgical
steel construction ensures maximum strength and durability,
to increase equipment longevity even with regular
and rough usage.