摘要
主要介绍运营商为推进一体化响应体系的建设,完善一点响应流程,针对互联网宽带业务申告响应流程在实际工作中的不足和短板,引入预先分析机制,创立了宽带业务申告处理的集中预判流程,并在部分区域落实了相关试点,效果良好。试点区域内申告响应的反馈速度得以加强,申告响应流程在全程管控和有效过滤方面的能力提升明显,促进了宽带申告处理响应的整体效率,并带动了运维综合效益和客户满意度的提高。
The thesis describes that the Response Center For Customer of telecom operators creats an intelligent judgment platform for Internet broadband circuit and set up a centralized pre-judgment process for complaints about Internet broadband access services, in order to improve the actual work of response process to customer complaints and establish an integrated response system.The pilot about the centralized pre-judgment process has been implemented and the results are satisfied. In the pilot area the reaction speed to customers complaints has speed up, the control and filtering capacity of the response process to complaints increases significantly, therefore the efficiency of complaints handling is improved,and customer satisfactions or comprehensive benefits are all enhanced effetively..
出处
《信息通信》
2017年第12期237-239,共3页
Information & Communications
关键词
一体化响应体系
宽带申告响应
集中预判流程
整体效率
客户满意度
mtegrated response system, response process to customer complaints, mtelligent judgment platfonn, efficiency of complaints handling, customer sads＆ctions or comprehensive benefits
