以省为实体的集约化客户服务中心建设

介绍了福建省三级联网、二级监控、投诉集中管理的集约化客户服务中心组织模式、业务模式和技术实现平台,简述以省为实体的客户服务集约化程度的选择,对已经运行半年多的客户服务中心进行了效果分析,并对今后的发展进行展望。旨在说明客户服务的集约化发展有其一定的必然性,符合国家电网公司集团化运作、集约化发展、标准化建设、精益化管理的要求。

Intensive customer service center construction based on provincial entities

The article presents the customer service center organization model ,business model and technology platform of the three-tier networking,the secondary monitor and complaints intensive management in Fujian province. The options for the customer service intensive level to the provincial entities are outlined. It also analyzes the running effect of the customer service center for more than half a year and prospects the future development. It clarifies that the intensive development of the customer service is s...