【正文】 ..............................................................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 ..................................................................................................................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 ................................................................................................................31 客戶回訪 ....................................................................................................................32第六章 全國客戶服務中心業(yè)務流程 ..............................................................................33 業(yè)務咨詢流程 ............................................................................................................33 投訴處理流程 ............................................................................................................33第七章 省客戶服務中心業(yè)務流程 ..................................................................................36 業(yè)務處理總流程 ........................................................................................................36 電話受理總流程 ........................................................................................................37 電話受理—業(yè)務受理流程 ........................................................................................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)務咨詢流程 ........................................................................................45 電話受理—人工受理流程 ........................................................................................47 WWW方式業(yè)務處理流程 ........................................................................................54 傳真Email信函方式業(yè)務處理流程 .........................................................................55 呼出服務處理流程 ..................................................................................................56 話費催繳處理流程 ..................................................................................................56 自動回復流程 ..........................................................................................................57 綜合處理流程 ..........................................................................................................57第八章 地市客戶服務中心業(yè)務流程 ..............................................................................65 投訴處理流程 ............................................................................................................65第九章 業(yè)務管理規(guī)則及服務規(guī)范 ..................................................................................68 服務規(guī)范 ............................................................................................................................68 員工行為規(guī)范