摘要
由于电信运营商营业厅每天需要处理大量的用户业务,例如业务申请、变更、挂失、修改密码、换卡、补卡等,而每一次在营业厅办理这些业务都需要填写个人资料以及业务类型,办完整个业务需0.5 h,若加上排队则需要更长时间,造成效率低下,客户满意度大大降低。为了提高用户服务满意度,同时响应国家绿色环保的产业政策,兼顾成本的控制,运营商在营业厅推出业务的电子化、无纸化。
Since the business hall of telecom operator needs to deal with a large number of customer services every day,such as business application and change,reporting the loss,changing passwords,changing cards,reissuing cards,etc. Customers need to fill in personal information and the type of business each time,so it needs about half an hour to complete the integral business. It needs a longer time when need to wait. It seriously affects business processing efficiency and customer satisfaction. In order to improve customer satisfaction,while responding to the national green and environmental friendly policy,and taking account of cost control,the operators deploy the electronic and paperless business.
出处
《邮电设计技术》
2016年第12期1-5,共5页
Designing Techniques of Posts and Telecommunications
关键词
电子化
无纸化
绿色环保
客户满意度
Electronic
Paperless
Green and environmental friendly
Customer satisfaction
