GB/T 32314-2015 English PDFUS$239.00 · In stock
Delivery: <= 3 days. True-PDF full-copy in English will be manually translated and delivered via email. GB/T 32314-2015: Management specification for customer service center outsourcing service of commercial banks Status: Valid
Basic dataStandard ID: GB/T 32314-2015 (GB/T32314-2015)Description (Translated English): Management specification for customer service center outsourcing service of commercial banks Sector / Industry: National Standard (Recommended) Classification of Chinese Standard: A11 Classification of International Standard: 03.060 Word Count Estimation: 11,134 Date of Issue: 2015-12-28 Date of Implementation: 2016-06-01 Regulation (derived from): State Standard Announcement 2015 No.41 Issuing agency(ies): General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China Summary: This standard specifies the basic principles of commercial banking activities outsourced customer service center, and outsourcing and outsourcing management features set forth requirements. This standard applies to outsourcing commercial bank customer service center. GB/T 32314-2015: Management specification for customer service center outsourcing service of commercial banks---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order. Management specification for customer service center outsourcing service of commercial banks ICS 03.060 A11 National Standards of People's Republic of China Commercial Bank customer service center Outsourcing management practices Issued on. 2015-12-28 2016-06-01 implementation Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China Standardization Administration of China released Table of ContentsPreface Ⅰ 1 Scope 1 2 Terms and definitions 1 3 Basic Principles 1 4 Elements 2 Outsourcing 5 Employer Management 2 Contractor Requirements 4 6 Reference 7ForewordThis standard was drafted in accordance with GB/T 1.1-2009 given rules. The standard proposed by the People's Bank of China. This standard by the National Standardization Technical Committee on Finance (SAC/TC180) centralized. This standard was drafted. People's Bank of China Finance Information Center, China Information Security Certification Center, Bank of China, Industrial and Commercial Bank of China, Agricultural Bank of China, CITIC Bank, China Everbright Bank, Bank of Qingdao. The main drafters of this standard. ANS to a time, Liu Fang, Wang Fengjiao, Zhao Jinlong, Feng Yang Hui, Liu Ying, Wang Jing, Yang Bing, ginger training of Lu cool, Zhao, Li Qingyu. Commercial Bank customer service center Outsourcing management practices1 ScopeThis standard defines the basic principles of commercial banking activities outsourced customer service center, and outsourcing and outsourcing management features set forth requirements. This standard applies to outsourcing commercial bank customer service center.2 Terms and definitionsThe following terms and definitions apply to this document. 2.1 Customer Service Center customerservicecenter Use of telephone, mobile phone, fax, WEB and other information technology access to manual, automatic speech, WEB, social media and other means To provide customers with all types of pre-sales, sales and after-sales service, organizational platform established business and customer communication. 2.2 Employer outsourcingcontractee Customer service demand side, namely commercial banks. 2.3 Contractor outsourcingcontractor Supplier customer service. 2.4 Services catalog servicecatalogue Services provided by the Contractor or the Employer requested a list of standard services. 2.5 Service Level Agreement servicelevelagreement; SLA Signed between the Employer Services Contractor Services, describing the services and agreed service level agreements.3 Basic PrinciplesWhen commercial banks customer service outsourcing centers, should follow the following principles. --- Protect the legitimate rights and interests, protection of customer information will not be disclosed; --- For compliance review, accurately define the legal relationship between the sales activities included to prevent compliance risks; --- From the point of view to meet customer demand, to meet customer demand for the product or service duties, customer satisfaction for business purpose; --- Costs can be considered controllable risk. ......Tips & Frequently Asked Questions:Question 1: How long will the true-PDF of GB/T 32314-2015_English be delivered?Answer: Upon your order, we will start to translate GB/T 32314-2015_English as soon as possible, and keep you informed of the progress. 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