无线流量投诉处理现状调查分析

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。

Investigation of Wireless Communication Traffic Complaint Handling

Network complaint handling is the key process which has a powerful influence on customer experience. As wireless communication traffic business grows fast, network complaint handling has to focus on this way gradually. After investigation and research of typical complaint data, by grasp of the new character and present situation of wireless traffic complaint handling, telecom operators will find their shortcomings of complaint handling, and then they can take improvement measures to the point. Complaint record data shall compliance with standard requirements. To introduce upgrading network services to customers reasonably, improve relevant key performance indicators and network quality, communicate and share information to customers in a better way, telecom operators can maintain and improve customers experience and satisfaction in traffic business time.