摘 要
根据我国在加入世界贸易组织之初所做的承诺，我国在入世三年之后做到对
中国金融市场的逐步开放。自从 2006 年 12 月 1 日开始，外资银行可以在我国的
十三个城市当中对人民币业务经营，这也显示出中国入世完全结束过渡期。从这
时候开始，我国也开始正式兑现开放全部金融欧亿·体育（中国）有限公司的承诺，随着相应取消各项对
中国金融业的保护性措施，这将在对我国的金融业所造成的影响进一步凸显。在
发生深刻变化的营销环境下，银行获得竞争优势的重要工具就是实施服务营销。

当前，我国商业银行己进入新的战略机遇期。我国自 2001 年加入 WTO 之后，经
济全面开放其中也包括金融业的开放，随着外资银行的不断进入，我国的金融企
业面临前所未有的挑战与竞争。某国有银行现有的客户服务中心无论是规模、组
织还是其他各方面在有限的同欧亿·体育（中国）有限公司中都处于领先地位，并且在业内以及消费者心
目中的口碑也较好，在短短数十年里 AB 国有商业银行银行的客户服务中心取得了
优秀的业绩。与此同时，2007 年，随着资本市场的升温，居民投资理财热情逐渐
高涨，股票、基金、外汇、黄金等投资理财工具成为市场的热点。而 AB 国有商业
银行客户服务中心也瞄准了社会的发展契机适时的开拓了相关业务，包括投资、
理财以及金融产品交易等各项服务，从基础上提升了整体客户服务中心的功能性
以及多元化的服务理念，帮助 AB 国有商业银行更进一步的提升与客户之间的交流
与沟通，帮助客户有效解决在实际应用本行产品过程中的困惑以及障碍，并且进
一步与客户建立起了良好的情感交流，提升了整体的银行与客户之间的关系，从
根本上提高了本行整体的客户服务。本文采用实证分析、对比等方法，通过实地
调研及欧亿·体育（中国）有限公司交流，在分析总结数据的基础上进行问题探究。首先将研究欧亿·体育（中国）有限公司分类
整理，提出国内外呼叫中心的发展境况，其次对 AB 国有商业银行客户服务中心现
状进行研究，再进一步分析 AB 国有商业银行客户服务中心发展中存在的问题，并
在此基础上对客户服务中心对 AB 国有商业银行经营发展促进作用做出研究，最后
是研究 AB 国有商业银行客户服务中心发展策略，相信本文对相关课题的研究有着
一定的借鉴作用。

关键词：国有商业银行，电子银行，客户服务中心，发展

ABSTRACT
According to our country in the accession to the World Trade Organization at the
beginning of the commitment, China's entry into the WTO for three years to gradually
opening of the Chinese financial market. Since December 1, 2006, foreign banks will be
the thirteen city in China to operate RMB business, this also shows that China's entry
into the WTO completely end of the transition period. From the beginning of time, our
country also started to open the whole financial industry commitment, along with the
corresponding protective measures to cancel the on China's financial sector, which will
in effect of China's financial industry caused by further highlights. In the event of
profound changes in the marketing environment, is an important tool for banks to obtain
competitive advantage to implement service marketing. At present, the Commercial
Bank of our country has entered a new period of strategic opportunity. Since China
joined WTO in 2001 after the full opening of economy, including the opening of the
financial industry, along with the entry of foreign banks, China's financial enterprises
are facing challenges and competition of the hitherto unknown. A state-owned bank
existing customer service center and whether the scale, organization and other aspects
are in the leading position in the same industry Co., and the industry and consumers in
mind the word of mouth is also good, in a short span of decades of a state-owned
commercial bank's customer service center has made outstanding achievements. At the
same time, in 2007, with the capital market warming, residents investment enthusiasm
rising, fund, stock, foreign exchange, gold and other investment tools become a hot
market. While some state-owned commercial bank customer service center also aimed
at the development opportunity society timely develop related businesses, including
investment, financing and financial products trading services, from the basis of
improved overall customer service center functions and diversified service concept, to
help the exchange and communication between a state-owned commercial bank further
promotion and customer, help customer to solve in the practical application of CCB
products in the confusion and disorder, and further, with customers to establish a good
emotional exchanges, enhance the overall relationship between bank and customer,
fundamentally improve the overall construction bank customer service. Firstly, a
state-owned commercial bank customer service center status was studied in this paper,
analysis of the existing service center in the development of a state-owned commercial
bank customer problems further, on the basis of the customer service center to make
research on the role of a state-owned commercial bank business development, finally is
the study of a state-owned commercial bank customer service center development
strategy, believe this study on the related subject has certain reference function.
Keywords: State-owned commercial banks, electronic banking, customer service
center, develop