Call Center Featured Article
July 23, 2008
Yucheng Technologies Announces a Major Call Center Expansion Project with China Construction Bank
By Anil Sharma
Yucheng Technologies, a local IT and outsourced service provider to the Chinese banking industry, has announced a significant call center expansion project for the China Construction Bank (CCB), one of the top commercial banks in China.
The total contract value is over $13.7 million, with the majority of the system integration portion being recognized in the second quarter.
This expansion is set to increase China Construction Bank's total number of call center seats from 3,000 at year end 2007 to approximately 7,500. The increased seats will be used to serve rapidly- growing credit card and retail banking customers.
China Construction Bank is the largest credit card issuer among the top 4 banks. The Bank's total credit cards issued in 2007 increased by 94 percent, and the total transaction value soared by 94 percent against 2006. CCB also saw 194 percent growth in its fee income from intermediary services in 2007.
"This project is a major expansion of CCB's customer interaction capacity on top of the existing foundation that Yucheng has helped to build from its inception. Yucheng was honored to be the exclusive partner that CCB invited to help plan and execute the expansion," stated Weidong Hong, the CEO of Yucheng, in a statement.
China Construction Bank is the second largest commercial bank in China in terms of total assets. Founded in 1954 and headquartered in Beijing, China Construction Bank operates a network of more than 13,000 branches and outlets across the country.
CCB also has presence in international money centers, including overseas branches in Hong Kong, Singapore, Frankfurt, Johannesburg, Tokyo and Seoul; representative offices in New York, London and Sydney. As of December 31, 2007, CCB had total assets of approximately $903 billion.
"We are very pleased to be CCB's partner in better servicing its fast-growing customer base," Weidong Hong added.
Weidong Hong said that Top-tier Chinese banks have been focusing on expanding their customer interaction bandwidth in the past few years. In the next few years these leading banks are expected to shift their focus more to customer care related software, such as CRM and data-mining.
For share-holding or regional commercial banks, building their first call center or expansion of existing capacity will continue to dominate their infrastructure investments. As China's number one provider of channel-related solutions including call center and electronic banking, Yucheng is well poised to capture the market opportunities,. Hong added.
Yucheng Technologies Limited (YTEC) is an IT service provider to the Chinese banking industry. Headquartered in Beijing, China, Yucheng has more than 2,000 employees and has established an extensive footprint to serve its banking clients nationwide, with subsidiaries and representative offices in eighteen cities.
Yucheng provides a comprehensive suite of IT solutions and services to Chinese banks including:-channel-related IT solutions, such as web banking and call centers; business-related processing solutions, such as core banking systems, foreign exchange and treasury management; and management-related IT solutions, such as risk analytics and business intelligence.
It is also a leading third party provider of POS merchant acquiring services in partnership with banks in China.
Anil Sharma is a TMCnet Contributing Editor.
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