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            安阳移动公司三项举措压缩不知情开通客户投诉

            作者:佚名   发布时间:2017-05-05 10:37   来源:安阳新闻网

              为进一步规范业务办理流程,增加一线营销技巧,更好的将服务整合于营销过程,切实达到制约、优改、提升营销能力的效果。安阳移动公司今年加大了对不明定制服务短板改善项的管控力度,通过三项措施进一步压缩不知情开通客户投诉。


               一是以管理制度为准绳。制定《安阳移动公司不知情投诉追责管理办法》,从举证标准、追责标准、红线管控等多个方面对流量类、新业务活动、套餐活动、电话营销办理等流程进行规范,找准客户投诉关键点和投诉隐患关键点,加强过程管控和事前预防,并就客户反应较为突出的电话营销流程进行梳理,做到用流程梳理、用制度规范。


              二是以数据分析挖短板。通过在经分系统中建立报表,密切监控各基层单位业务开展执行情况。重点对流量类、新业务活动二次确认情况的分析,了解各县区分公司的经营行为,分析其中存在的短板和问题,并及时和相关主管进行沟通。同时对比近期的投诉数据,建立因果关系,为持续改善不知情开通的投诉短板做好支撑。


              三是以指标通报促改善。建立完善的数据通报体系,由专人负责定期通报。目前已经定期下发“新业务确认率监控通报”、“不知情投诉稽核扣罚通报”等,进一步加强各县区分公司的重视。在通报中,不仅对确认率不达标的渠道进行业务关停,并就存在不知情开通责任的投诉主题进行追责扣罚,环环相扣,稳扎稳打,营造不知情投诉管控的高压态势,进一步减少违规开通行为的发生。

              

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