|
US$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
| Standard ID | Contents [version] | USD | STEP2 | [PDF] delivered in | Standard Title (Description) | Status | PDF |
| GB/T 32315-2015 | English | 239 |
Add to Cart
|
3 days [Need to translate]
|
Basic requirements for bank industry customer service center
| Valid |
GB/T 32315-2015
|
PDF similar to GB/T 32315-2015
Basic data | Standard 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
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, 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 requirements
1 Scope
This 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 definitions
The 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 environment
3.1 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. The lead time is typically 1 ~ 3 working days. The lengthier the document the longer the lead time. Question 2: Can I share the purchased PDF of GB/T 32315-2015_English with my colleagues?Answer: Yes. The purchased PDF of GB/T 32315-2015_English will be deemed to be sold to your employer/organization who actually pays for it, including your colleagues and your employer's intranet. Question 3: Does the price include tax/VAT?Answer: Yes. Our tax invoice, downloaded/delivered in 9 seconds, includes all tax/VAT and complies with 100+ countries' tax regulations (tax exempted in 100+ countries) -- See Avoidance of Double Taxation Agreements (DTAs): List of DTAs signed between Singapore and 100+ countriesQuestion 4: Do you accept my currency other than USD?Answer: Yes. If you need your currency to be printed on the invoice, please write an email to [email protected]. In 2 working-hours, we will create a special link for you to pay in any currencies. Otherwise, follow the normal steps: Add to Cart -- Checkout -- Select your currency to pay.
|