【正文】 ..........................................................................25 呼出服務(wù) .................................................................................................................25 統(tǒng)計分析 .................................................................................................................26 報表統(tǒng)計 ..............................................................................................................26 統(tǒng)計報表中各指標(biāo)含義 ......................................................................................27 信息分析 ..............................................................................................................29 數(shù)據(jù)處理 .................................................................................................................29 數(shù)據(jù)傳輸 .................................................................................................................29 數(shù)據(jù)備份 .................................................................................................................29 系統(tǒng)管理 .................................................................................................................29第五章 地市客戶服務(wù)中心業(yè)務(wù)功能 ..............................................................................31 投訴建議 ...................................................................................................................31 系統(tǒng)維護(hù) ...................................................................................................................31 統(tǒng)計查詢 ...................................................................................................................31 工作流監(jiān)控 ...............................................................................................................31 客戶回訪 ...................................................................................................................32第六章 全國客戶服務(wù)中心業(yè)務(wù)流程 ..............................................................................33 業(yè)務(wù)咨詢流程 ...........................................................................................................33 投訴處理流程 ...........................................................................................................33第七章 省客戶服務(wù)中心業(yè)務(wù)流程 ..................................................................................36 業(yè)務(wù)處理總流程 .......................................................................................................36 電話受理總流程 .......................................................................................................37 電話受理—業(yè)務(wù)受理流程 .......................................................................................38 電話受理—投訴建議流程 .......................................................................................40 電話受理—話費查詢流程 .......................................................................................43 電話受理—業(yè)務(wù)咨詢流程 .......................................................................................45 電話受理—人工受理流程 .......................................................................................47 WWW 方式業(yè)務(wù)處理流程 .......................................................................................54 傳真 Email 信函方式業(yè)務(wù)處理流程 ......................................................................55 呼出服務(wù)處理流程 .................................................................................................56 話費催繳處理流程 .................................................................................................56 自動回復(fù)流程 .........................................................................................................57 綜合處理流程 .........................................................................................................57第八章 地市客戶服務(wù)中心業(yè)務(wù)流程 ..............................................................................654 / 76 投訴處理流程 ...........................................................................................................65第九章 業(yè)務(wù)管理規(guī)則及服務(wù)規(guī)范 ..................................................................................68 服務(wù)規(guī)范 ...........................................................................................................................68 員工行為規(guī)范 ................................................................................................................68 熱線接聽語音規(guī)范 ........................................................................................................70 服務(wù)時間及方式 ............................................................................................................70 人員要求及培訓(xùn) ............................................................................................................71 服務(wù)指標(biāo) ........................................................................................................................71 業(yè)務(wù)管理規(guī)則 ...................................................................................................................71 人員分工及職責(zé) ............................................................................................................71 管理制度 ........................................................................................................................72 密碼及權(quán)限管理 ............................................................................................................72 信息管理 ........................................................................................................................73 檢查考核 ........................................................................................................................73附件：名詞解釋及流程圖說明 ..............................................................................................74 名詞解釋 ..............................................................................................................74 流程圖說明 ..........................................................................................................765 / 76第一章 總 則 客服系統(tǒng)建設(shè)提出的背景隨著國家深化改革、現(xiàn)代企業(yè)制度的逐步建立和市場競爭經(jīng)濟(jì)機制的逐步形成，國內(nèi)電信業(yè)的市場環(huán)境已漸趨合理且競爭將日益加劇。另一方面，隨著世界經(jīng)濟(jì)的全球化、市場的國際化和我國加入 WTO，國際化的市場環(huán)境要求國內(nèi)的公眾電信運營企業(yè)在經(jīng)營管理上向國外先進(jìn)的電信運營企業(yè)看齊，以迎接電信運營業(yè)的國際化競爭。國內(nèi)、國際電信業(yè)的如此態(tài)勢，對公眾電信運營企業(yè)的服務(wù)內(nèi)容、服務(wù)方式、服務(wù)質(zhì)量、經(jīng)營管理以及服務(wù)意識，已提出了嚴(yán)峻的挑戰(zhàn)。企業(yè)傳統(tǒng)的以產(chǎn)品、價格、銷售地點和柜臺式服務(wù)為中心的經(jīng)營模式，正在發(fā)生著深刻的變化，逐漸向以客戶和市場為中心的經(jīng)營模式轉(zhuǎn)變，使售前、售中、售后整個服務(wù)過程和服務(wù)體系，以客戶的價值取向和消費心理為導(dǎo)向，真正體現(xiàn)“創(chuàng)造需求” 、 “引導(dǎo)消費”的現(xiàn)代客戶服務(wù)意識與理念