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BRANCH BANKING | Cesar Tordesillas, China
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ICBC Beijing now monitors service outlets in real time

All services in all outlets under ICBC Beijing are now monitored in real-time.

A system developed by ICBC Beijing that went in use recently gives a true picture about the customers waiting for service and enables the Branch to judge the service capacity of outlets. Based on this, resources can be reasonably allocated, good financial services can be provided to improve customer experience.

An ICBC executive said, the new system uses digital signal to automatically take statistics on the average waiting time taken by the customers in each outlet through the connection of queuing machines in the outlets and the monitored terminals. The queues in the outlets are shown in red, yellow, blue or green, indicating the average waiting time spent by the customers, number of customers in the queue, number of service windows available, real-time processing of services and service trend in the day. Through real-time monitoring, management staff can directly look at how outlets serve the customers. In case of a sudden long queue in any outlet, necessary measures can be taken in the first instance. Assigning staff, opening/closing teller windows are measures to reasonably allocate the service resources in all outlets in a bid to address the issue of customers spending long time queuing up for services.

"No first-class service, No first-class bank", said an executive with ICBC Beijing Branch. Nowadays, financial services are essential to the daily lives of everyone. Customers from all walks of life concern and expect more from banks. In the next step, ICBC Beijing Branch will strengthen the on-site management on the services of outlets in parallel with the optimized customer structure and business portfolio to improve the service efficiency of all outlets.

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