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            安阳移动多项举措提升热点投诉处理质量

            作者:佚名   发布时间:2017-05-05 10:35   来源:安阳新闻网

                

              为加强宽带网络运营、营销资费推广过程中的客户问题处理及关系修复能力,安阳移动针对家庭业务、营销活动、资费套餐、网络质量四类热点投诉处理质量进行专项提升。

              

              一是家庭业务方面,针对家庭宽带热点的问题,与网络部及各县(区)分公司进行沟通,深入了解家庭宽带投诉处理流程,从工单回复时间、工单处理结果、工单处理及时性等方面防控不满意客户数量;同时定期通报,并进行故障督办。


              二是营销活动方面,对热点活动投诉情况进行深入剖析,重点县区重点渠道关注整改,加强通报及对不知情定制的考核力度;规范营销,加强对各渠道投诉的监控;一线授权,活动投诉问题及时处理取消,多举措降低营销活动工单量。


              三是资费套餐方面,严格按照《流量业务投诉客服快速处理指引》、《4G投诉客服快速处理指引》做好各类投诉问题的核查处理工作。依托流量费用按最优套餐折算与流量适配套餐推荐功能,做好费用争议处理与客户套餐升档引导;同时做好基本产品转回投诉处理工作。


              四是网络质量方面,每天整理新增热点投诉区域,查摆遗留问题;每周整理周投诉热点数据,对投诉原因、最新处理进度、解决方案等情况进行跟踪;每月召开网络质量分析会对各负责县区的热点投诉解决情况进行通报,下发未解决热点并持续跟踪解决进度,并加强对三个月网络热点的督办。

                

            责任编辑:牛勇

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