【正文】 .............................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 ..........................................................................................................213 / 75 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 .................................................................................................................25 呼出服務 .................................................................................................................25 統(tǒng)計分析 .................................................................................................................26 報表統(tǒng)計 ..............................................................................................................26 統(tǒng)計報表中各指標含義 ......................................................................................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 地市客戶服務中心業(yè)務功能 ..............................................................................31 投訴建議 ...................................................................................................................31 系統(tǒng)維護 ...................................................................................................................31 統(tǒng)計查詢 ...................................................................................................................31 工作流監(jiān)控 ............................