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在降低运营成本并实现全省或较大区域座席集中管理、呼叫系统集中运行的前提下,通过在市、县部署IP话机,组建异地95598应急服务队伍(以下简称远程座席),建立覆盖全区域的IP电话网络,最大化受理客户来电诉求。IP电话组网技术主要包括智能话路路由策略、远程座席属地化接听来电、远程座席状态监控及远程座席零时间响应等。该技术的实施,解决了阶段性坐席人员不足问题,缩短95598应急服务响应时间,增强远程服务调控能力,提高客户诉求受理效率,提升国家电网品牌形象及服务质量。
On the premise of reducing operating costs and centralized management of call centers in the province or larger area and deploying IP phones in cities and counties, a 95598 emergency service team (hereinafter referred to as remote agent) IP phone network to maximize customer acceptance calls. IP telephony networking technologies include intelligent voice routing strategy, remote agent to answer incoming calls, remote agent status monitoring and remote agent zero-time response. The implementation of this technology has solved the problem of lack of stature seats, shorten 95598 emergency service response time, enhance the ability of remote service regulation and control, improve customer appeal acceptance efficiency, and enhance the national grid brand image and service quality.