Wing Lung Bank：Enhanced Call Center Service

Wing Lung Bank, founded in 1933, is among the oldest local Chinese-funded banks in Hong Kong. In January 2009, Wing Lung became a wholly-owned subsidiary of China Merchants Bank. During its acquisition of Wing Lung Bank, China Merchants Bank set forth a goal of transforming its branches and customer service systems before 2013 and making Wing Lung Bank a comprehensive commercial bank that has absolute advantages in terms of cross-border services both in Mainland China and Hong Kong.

Two years ago, Wing Lung Bank began to vigorously develop their electronic business channels to ensure that their system keeps pace with their rapid business expansion. One plan was to develop their telephone channel. Since this transformation exerts a huge impact on their business prospects, they chose to partner with Huawei to build a new call center. This required Huawei to bring scattered agents together and seamlessly integrate their attendant services and interactive voice response services into the telephone channel, creating a successful example for the industry to follow.