Recently, ICBC E-banking Center was rated again as "Best Call Center" in the 2016 Best Call Center Selection organized by the China Electronics Chamber of Commerce. This has been the sixth time in a row for ICBC to win this award.

In recent years, ICBC has been focused on improving customer experience to push forward the construction and innovation of 95588 remote customer service system, realizing full coverage across online channels of intelligent services such as telephone banking intelligent IVR navigation, SMS banking and WeChat banking, website intelligent services, online customer services and ICBC Link, forming a leading customer service system featuring "telephone + mobile + network" and "manual + self-service + intelligent". In addition, ICBC has continued to expand the scope of 95588 service by providing more services in customer care, risk alert, cross marketing and information analysis, and provide personalized financial services integrating "inquiry + transaction +marketing + care" to satisfy diversified demands.

With increasingly diversified access to telephone services, ICBC has adopted differentiated customer service strategies by launching featured wealth management services and introducing online expert support, which not only results in greater customer satisfaction, but also makes it an important window and platform to fulfill social responsibility and offer quality services.