提高网络类公告信息发布效率的探讨

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。

How to Improve the Issuing Efficiency of Notices Related to Network Operation

Improving the timeliness ratio and efficiency of complaints handling and reducing the complain ratio of per ten thousands customers have become an urgent mission under the request of continually improving the customer service satisfaction from the china mobile group. In the process of accomplishing this mission, there is a pivotal process, that is how to improve the information issuing efficiency. This information（notice） which related to network operation includes project notice and malfunction notice. As for issuing these notices, that is to input the notices in EOMS and show them on BOSS system for the customers service staffs＇ inquiring. And the timeliness ratio, accuracy rate and effective rate are included in this efficiency.