GB/T 32315-2015Basic requirements for bank industry customer service center (English PDF)

2.1 Customer

We have been or will be directly or indirectly related to the object you want to happen.

2.2 Customer service representative customerservicerepresentative; CSR

Agent agent

Front desk customer service center frontline staff.

3.1 Principles

Work area environment is the major locations of customer service centers, environmental construction work area required in lighting, ventilation place, network communications layout,

Uninterruptible power supply, soundproofing, resting place, the agent special equipment configuration, etc. necessary to meet business requirements, but also from the human point of view should be fully

Consider, in accordance with standard fire-fighting facilities.

3.2 office environment

Customer Service Center work area office environment should meet the following basic requirements.

a) computer, communications tools and other necessary equipment should be on the desk;

b) the office environment (including the bottom of the separator) should be kept clean and tidy, desktop items should be placed neat appearance, need to chairs neatly.

3.3 Leisure Environment

Customer service centers and leisure environment should meet the following basic requirements.

a) casual environment should be kept clean and tidy;

b) customer service representatives in the use of leisure facilities to pay attention to environmental conversation volume, create a quiet and orderly leisure environment;

c) according to their own conditions to selectively leisure environment with facilities such as. locker room, dining room, lounge, dormitories, gym.

3.4 Training Environment

Customer Service Center training environment should meet the following basic requirements.

a) training environment should be kept clean and tidy.