安徽电信移动网络投诉处理管理体系的构建与实践  

Construction and Practice of Complaint Handling Management System in Anhui Telecom Mobile Network

作　　者：刘小伟[1] 袁亘[1] 施兆阳[1] 彭东升[1] 

机构地区：[1]中国电信股份有限公司安徽分公司,安徽合肥230031

出　　处：《移动通信》2014年第16期82-86,共5页Mobile Communications

摘　　要：通过剖析安徽电信移动网络投诉处理存在的问题,全面优化了投诉处理工作流程,从投诉预处理、投诉结果闭环管控、考核与评价等方面建立了管理体系,实现了用户投诉现象与投诉原因的准确定位、投诉处理结果闭环管理。实践验证表明,该管理体系实现了运营商服务水平和用户感知的双提升,具有较大的应用价值。In this paper, we analyze the problems existing in the complaint handling process in Anhui Telecom mobile network, and then optimize the complaint handling flow. We build the management system in the aspects from complaints pretreatment and closed loop control of complaint results to assessment and evaluation, realizing the accurate positioning of consumers’ complaint phenomena and their reasons, as well as the closed loop management of complaint handling results. The practices show that the management system has potential application values because it accomplishes both the quality of service of the operator and the perception of users.

关 键 词：移动网络 用户投诉 预处理管理体系 

分 类 号：TN929.5[电子电信—通信与信息系统]