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GB/T 32312-2015: Service evaluation index specification for customer service center of bank industry
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| Standard ID | Contents [version] | USD | STEP2 | [PDF] delivered in | Standard Title (Description) | Status | PDF |
| GB/T 32312-2015 | English | 209 |
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Service evaluation index specification for customer service center of bank industry
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GB/T 32312-2015
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Basic data | Standard ID | GB/T 32312-2015 (GB/T32312-2015) | | Description (Translated English) | Service evaluation index specification for customer service center of bank industry | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A11 | | Classification of International Standard | 03.060 | | Word Count Estimation | 10,167 | | 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 scope and content of the index, the index system and index calculating banking customer service center (hereinafter referred to as the Customer Service Centre) service evaluation. This standard applies to the evaluation and management service capabilities and service effectiveness of customer service centers. | GB/T 32312-2015: Service evaluation index specification for customer service center of bank industry
---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.
Service evaluation index specification for customer service center of bank industry
ICS 03.060
A11
National Standards of People's Republic of China
Banking Customer Service Centre Evaluation Specification
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
Foreword
This 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, On leave, Zhao Jinlong, Feng Yang, Wei Bin, Jiang Xun Da,
Lu cool, Rao Fu, Wang Wei, Wang Hongwu, Li Shen, Tian Xiao Zhang Min, Pang trillion, and Playing, Zhao Yu, Chen Xiaotian, Guo Jia.
Banking Customer Service Centre Evaluation Specification
1 Scope
This standard specifies the banking customer service center (hereinafter referred to as the Customer Service Centre) service evaluation of the scope and content indicators, targets body
Department and index calculation.
This standard applies to the evaluation and management service capabilities and service effectiveness of customer service centers.
2 Terms and definitions
The following terms and definitions apply to this document.
2.1
Customer customer
We have been or will be directly or indirectly trading relationship of objects to happen.
2.2
Customer service representative customerservicerepresentative; CSR
Agent agent
Front desk customer service center frontline staff.
2.3
After a long story aftercalwork processing; ACW
Customer service representative at the end of the call need to follow up business processing time it takes to complete.
2.4
Average Speed of Answer averagespeedofanswer; ASA
Customers began lining up before providing services to the bank official average waiting time.
2.5
Customer satisfaction consumersatisfactionresearch; CSR
The degree of matching customer expectations and customer experience, customer perception and the effect of banking services to its expected value comparison drawn
index.
2.6
Service Level servicelevel
Within seconds Y, X% of customer contact information to get responses.
2.7
Long calduration during a call
After the customer service representatives answer calls, hang time to the customer.
2.8
Call holding time calholdtime
After the call connects, under the premise of the call will not be released to maintain customer contact time.
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