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网络投诉处理是影响客户网络感知的关键过程。无线流量业务的迅速发展,使网络投诉处理的重心逐渐转向无线流量投诉处理方面。通过对典型投诉情况进行调查和分析,把握无线流量投诉的新特点和无线流量投诉处理的现状,发现投诉处理环节的短板和不足,运营商可以有针对性采取相应的改善措施,规范投诉工单信息、合理引导客户升级业务、改善相关性能指标和提升网络质量,并通过改善沟通和信息共享机制,保证和提升客户在流量业务时代的感知和满意度。
Network complaint handling is a key process that affects customer network perception. The rapid development of wireless traffic business, the focus of network complaint handling gradually shifted to wireless traffic complaints handling. Through the investigation and analysis of typical complaints, grasped the new features of wireless traffic complaints and the status of wireless traffic complaints handling, found shortcomings and deficiencies in complaints handling procedures, operators can take appropriate measures to improve targeted complaints complaints Single information, reasonable guide customers to upgrade their business, improve related performance indicators and improve network quality, and by improving the communication and information sharing mechanisms to ensure and enhance customer perception and satisfaction in the traffic business era.