【正文】 1 / 76 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2 / 76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 全國客戶服務(wù)中心 ......................................................................................................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) ..........................................................................................................213 / 76 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 .......................................