【正文】 聯(lián)通客戶服務系統(tǒng)業(yè)務規(guī)范詳述作者：日期： 聯(lián)通客戶服務系統(tǒng)業(yè)務規(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)建設提出的背景 .........................................................................................5 客服系統(tǒng)建設的目的及意義 .....................................................................................5 服務內(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 ....................................................................................................7 .......................................................................................................8 省客戶服務中心 ..........................................................................................................9 地市客戶服務中心 ....................................................................................................11第三章 全國客戶服務中心業(yè)務功能 ..............................................................................13 投訴申告 ....................................................................................................................13 業(yè)務咨詢 ....................................................................................................................14 服務監(jiān)督 ....................................................................................................................14 數(shù)據(jù)傳輸 ....................................................................................................................14 數(shù)據(jù)處理 ....................................................................................................................14 統(tǒng)計分析 ....................................................................................................................15 數(shù)據(jù)備份 ....................................................................................................................15 系統(tǒng)管理 ....................................................................................................................15第四章 省客戶服務中心業(yè)務功能 ..................................................................................16 業(yè)務咨詢 ....................................................................................................................16 話費查詢 ....................................................................................................................16 移動業(yè)務 ................................................................................................................18 IP業(yè)務 ..............................................................................................................18 互聯(lián)網(wǎng)業(yè)務 ......................................................................................................18 長途業(yè)務 ..........................................................................................................18 尋呼業(yè)務 ..........................................................................................................18 市話業(yè)務 ..........................................................................................................18 投訴建議 ....................................................................................................................18 業(yè)務受理 ....................................................................................................................19 移動業(yè)務 ................................................................................................................19 IP業(yè)務 ..............................................................................................................20 互聯(lián)網(wǎng)業(yè)務 ......................................................................................................20 長途業(yè)務 ................................................................................................................20 尋呼業(yè)務 ................................................................................................................20 市話業(yè)務 ................................................................................................................20 緊急服務 ....................................................................................................................20 大客戶服務 ................................................................................................................20 業(yè)務咨詢 ................................................................................................................21 費用查詢 ..........................................................................................................21 投訴申告及建議 ..............................................................................................21 業(yè)務受理 ..........................................................................................................21 緊急服務 ..........................................................................................................21 資料查詢 ................................................................................................................21 客戶回訪 ................................................................................................................22 分銷商服務 ................................................................................................................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 自動回復 ..................................................................................................................24 工作流監(jiān)控 ..............................................................................................................25 欠費催繳 ..................................................................................................................25 話務管理 ...........................................................................................