GB/T 32315-2015 English PDFUS$239.00 ยท In stock
Delivery: <= 3 days. True-PDF full-copy in English will be manually translated and delivered via email. GB/T 32315-2015: Basic requirements for bank industry customer service center Status: Valid
Basic dataStandard ID: GB/T 32315-2015 (GB/T32315-2015)Description (Translated English): Basic requirements for bank industry customer service center Sector / Industry: National Standard (Recommended) Classification of Chinese Standard: A11 Classification of International Standard: 03.060 Word Count Estimation: 11,176 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 banking customer service center (hereinafter referred to as the Customer Service Centre) operating environment, system architecture, staffing, quality of content services, risk management, complaint handling and other aspects. This standard applies to the construction and management of customer service centers. GB/T 32315-2015: Basic requirements for bank industry customer service center---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.Basic requirements for bank industry customer service center ICS 03.060 A11 National Standards of People's Republic of China Banking Customer Service Center basic requirements 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 ForewordThis 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. China Financial Computerization Corporation, Industrial and Commercial Bank of China, Agricultural Bank of China, Bank of China, China Construction Bank, State Everbright Bank, Bank of Beijing, the Chinese People's Life Insurance Corporation, China Galaxy Securities Co., Ltd., Sun Life Everbright Life Insurance Company. The main drafters. Zhang Yongfu, Jiang Yunbing, Wang Jie, Wang Jian Su Shao Shan, ginger training of Lu Shuang, Wei Bin On leave, Zhao Jinlong, Feng Yang, Fu Rao, Wang Wei, Wang Hongwu, Li Shen, Tian Xiao Zhang Min, Pang trillion, and Playing, Zhao Yu, Chen Xiaotian, Guo Jia. Banking Customer Service Center basic requirements1 ScopeThis standard specifies the banking customer service center (hereinafter referred to as the Customer Service Centre) operating environment, system architecture, staffing, service Content service quality, risk management, complaint handling and other aspects. This standard applies to the construction and management of customer service centers.2 Terms and definitionsThe following terms and definitions apply to this document. 2.1 Customer customer We have been or will be directly or indirectly related to the object you want to happen. 2.2 Customer service representative customerservicerepresentative; CSR Agent agent Front desk customer service center frontline staff.3 mechanic ward environment3.1 Principles Work area environment is the major locations of customer service centers, environmental construction work area required in lighting, ventilation place, network communications layout, Uninterruptible power supply, soundproofing, resting place, the agent special equipment configuration, etc. necessary to meet business requirements, but also from the human point of view should be fully Consider, in accordance with standard fire-fighting facilities. 3.2 office environment Customer Service Center work area office environment should meet the following basic requirements. a) computer, communications tools and other necessary equipment should be on the desk; b) the office environment (including the bottom of the separator) should be kept clean and tidy, desktop items should be placed neat appearance, need to chairs neatly. 3.3 Leisure Environment Customer service centers and leisure environment should meet the following basic requirements. a) casual environment should be kept clean and tidy; b) customer service representatives in the use of leisure facilities to pay attention to environmental conversation volume, create a quiet and orderly leisure environment; c) according to their own conditions to selectively leisure environment with facilities such as. locker room, dining room, lounge, dormitories, gym. 3.4 Training Environment Customer Service Center training environment should meet the following basic requirements. a) training environment should be kept clean and tidy. ......Tips & Frequently Asked Questions:Question 1: How long will the true-PDF of GB/T 32315-2015_English be delivered?Answer: Upon your order, we will start to translate GB/T 32315-2015_English as soon as possible, and keep you informed of the progress. 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