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在集团公司不断提高客户服务满意度的要求下,提高投诉处理的及时率,提高投诉处理的效率,减少每万用户投诉比成为越来越紧迫的任务。在完成这个任务的过程中,有一个关键的步骤就是如何提高公告信息发布的效率。这个网络类公告信息包括工程信息和故障信息。发布是指在EOMS上发布并在BOSS系统上呈现给客服人员查询使用。这个效率包括公告信息的及时率、准确率和有效率。
With the continuous improvement of customer service satisfaction of group companies, it has become an increasingly urgent task to improve the timeliness of complaint handling, improve the efficiency of complaint handling, and reduce the complaint ratio per 10,000 users. In completing this task, one of the key steps is how to improve the efficiency of publishing announcement information. This network class bulletin information includes engineering information and fault information. Release is published on EOMS and presented to customer service personnel on BOSS system for use. This efficiency includes the timeliness, accuracy and efficiency of bulletin information.