GB/T 32312-2015Service evaluation index specification for customer service center of bank industry (English PDF)
银行业客户服务中心服务评价指标规范
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
December 28, 2015
Implementation date
June 1, 2016
Scope
GB/T 32312-2015 is the English-translated version of 银行业客户服务中心服务评价指标规范.
GB/T 32312-2015 is the Chinese standard "Service evaluation index specification for customer service center of bank industry".
Its scope clause reads: This standard specifies the banking customer service center (hereinafter referred to as the Customer Service Centre) service evaluation of the scope and content indicators, targets body Department and index calculation.
This standard applies to the evaluation and management service capabilities and service effectiveness of customer service centers. Its clauses include terms and definitions.
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Document preview — GB/T 32312-2015
National Standard of the People's Republic of China
- ICS
- 03.060
- Classification
- A 11
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- 1 Scope
- 2 Terms and definitions
- 2.1 Customer
- 2.2 Customer service representative customerservicerepresentative; CSR
- 2.3 After a long story aftercalwork processing; ACW
- 2.4 Average Speed of Answer averagespeedofanswer; ASA
- 2.5 Customer satisfaction consumersatisfactionresearch; CSR
- 2.6 Service Level
- 2.7 Long calduration during a call
- 2.8 Call holding time calholdtime
1 Scope
This standard specifies the banking customer service center (hereinafter referred to as the Customer Service Centre) service evaluation of the scope and content indicators, targets body
Department and index calculation.
This standard applies to the evaluation and management service capabilities and service effectiveness of customer service centers.
2 Terms and definitions
The following terms and definitions apply to this document.
2.1 Customer
We have been or will be directly or indirectly trading relationship of objects to happen.
2.2 Customer service representative customerservicerepresentative; CSR
Agent agent
Front desk customer service center frontline staff.
2.3 After a long story aftercalwork processing; ACW
Customer service representative at the end of the call need to follow up business processing time it takes to complete.
2.4 Average Speed of Answer averagespeedofanswer; ASA
Customers began lining up before providing services to the bank official average waiting time.
2.5 Customer satisfaction consumersatisfactionresearch; CSR
The degree of matching customer expectations and customer experience, customer perception and the effect of banking services to its expected value comparison drawn index.
2.6 Service Level
Within seconds Y, X% of customer contact information to get responses.
2.7 Long calduration during a call
After the customer service representatives answer calls, hang time to the customer.
2.8 Call holding time calholdtime
After the call connects, under the premise of the call will not be released to maintain customer contact time.
......
This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
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