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GB/T 32314-2015: Management specification for customer service center outsourcing service of commercial banks
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| Standard ID | Contents [version] | USD | STEP2 | [PDF] delivered in | Standard Title (Description) | Status | PDF |
| GB/T 32314-2015 | English | 239 |
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Management specification for customer service center outsourcing service of commercial banks
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GB/T 32314-2015
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Basic data | Standard 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 Contents
Preface 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 7
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. 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 practices
1 Scope
This 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 definitions
The 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 Principles
When 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.
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