【正文】 聯(lián)通客戶服務(wù)系統(tǒng)業(yè)務(wù)規(guī)范[001]作者：日期： 聯(lián)通客戶服務(wù)系統(tǒng)業(yè)務(wù)規(guī)范（試行）中國聯(lián)合通信有限公司2022年12月目錄第一章 總 則 ......................................................................................................................5 客服系統(tǒng)建設(shè)提出的背景 .........................................................................................5 客服系統(tǒng)建設(shè)的目的及意義 .....................................................................................5 服務(wù)內(nèi)容及方式 .........................................................................................................6 規(guī)范適用范圍 .............................................................................................................6第二章 組織結(jié)構(gòu)及職責(zé) ....................................................................................................7 .......................................................................................................8 省客戶服務(wù)中心 ..........................................................................................................9 地市客戶服務(wù)中心 ....................................................................................................11第三章 全國客戶服務(wù)中心業(yè)務(wù)功能 ..............................................................................13 投訴申告 ....................................................................................................................13 業(yè)務(wù)咨詢 ....................................................................................................................14 服務(wù)監(jiān)督 ....................................................................................................................14 數(shù)據(jù)傳輸 ....................................................................................................................14 數(shù)據(jù)處理 ....................................................................................................................14 統(tǒng)計(jì)分析 ....................................................................................................................15 數(shù)據(jù)備份 ....................................................................................................................15 系統(tǒng)管理 ....................................................................................................................15第四章 省客戶服務(wù)中心業(yè)務(wù)功能 ..................................................................................16 業(yè)務(wù)咨詢 ....................................................................................................................16 話費(fèi)查詢 ....................................................................................................................16 移動(dòng)業(yè)務(wù) ................................................................................................................18 IP業(yè)務(wù) ..............................................................................................................18 互聯(lián)網(wǎng)業(yè)務(wù) ......................................................................................................18 長途業(yè)務(wù) ..........................................................................................................18 尋呼業(yè)務(wù) ..........................................................................................................18 市話業(yè)務(wù) ..........................................................................................................18 投訴建議 ....................................................................................................................18 業(yè)務(wù)受理 ....................................................................................................................19 移動(dòng)業(yè)務(wù) ................................................................................................................19 IP業(yè)務(wù) ..............................................................................................................20 互聯(lián)網(wǎng)業(yè)務(wù) ......................................................................................................20 長途業(yè)務(wù) ................................................................................................................20 尋呼業(yè)務(wù) ................................................................................................................20 市話業(yè)務(wù) ................................................................................................................20 緊急服務(wù) ....................................................................................................................20 大客戶服務(wù) ................................................................................................................20 業(yè)務(wù)咨詢 ................................................................................................................21 費(fèi)用查詢 ..........................................................................................................21 投訴申告及建議 ..............................................................................................21 業(yè)務(wù)受理 ..........................................................................................................21 緊急服務(wù) ..........................................................................................................21 資料查詢 ................................................................................................................21 客戶回訪 ................................................................................................................22 分銷商服務(wù) ................................................................................................................22 信用信息管理 ............................................................................................................22 客戶資料管理 ............................................................................................................22 資料查詢 ..................................................................................................................22 綜合處理 ..................................................................................................................23 自動(dòng)回復(fù) ..................................................................................................................24 工作流監(jiān)控 ..............................................................................................................25 欠費(fèi)催繳 ..................................................................................................................25 話務(wù)管理 ......................................................................................