降低网络客户重复投诉率策略研究  

Research on Strategies of Xi’an Mobile to Reduce Repeated Complaints Rate of Network Customers

作　　者：雷霆 陈小鹏 LEI Ting;CHEN Xiaopeng(Network Optimization Center of Xi*an Branch of China Mobile Group Shaanxi Co.,Ltd.,Xi'an Shaanxi 710071,China)

机构地区：[1]中国移动通信集团陕西有限公司西安分公司网络优化中心,陕西西安710071

出　　处：《信息与电脑》2022年第1期208-210,215,共4页Information & Computer

摘　　要：随着移动LTE网络持续快速发展,客户对于网络的需求日益递增。作为衡量网络处理情况及客户感知的重要指标,如何提升客户感知、降低重复投诉率已成为重要的研究课题。为更好地提升网络投诉处理质量,A移动公司结合日常网络投诉处理实际情况,以降低重复投诉量、提高客户满意度为目标,积极采取新措施。本文以A移动公司重复投诉客户为研究对象,重点对重复投诉客户的网络情况相关数据进行深入研究,从规划、建设、维护、优化维度阐述了重复投诉根本原因及应对策略,制定出A移动公司降低重复投诉率管控机制。通过理论分析和实践验证,不断总结并完善降低重复投诉率方案,确保提高网络质量、提升客户感知。With the continuous and rapid development of mobile LTE networks, customers’ demands for the network are increasing day by day. As an important indicator to measure network processing and customer perception, how to improve customer perception and reduce the rate of repeated complaints has become an important research topic. In order to better improve the quality of online complaint handling, Mobile Company A has actively taken new measures to reduce the amount of repeated complaints and improve customer satisfaction based on the actual situation of daily online complaint handling. This paper takes the repeated complaint customers of A Mobile Company as the research object, and focuses on in-depth research on the data related to the network conditions of the repeated complaining customers. From the dimensions of planning, construction, maintenance and optimization,it expounds the root causes of repeated complaints and countermeasures, and formulates A mobile company. Reduce the repeated complaint rate control mechanism. Through theoretical analysis and practical verification, constantly summarize and improve the plan to reduce the repeated complaint rate to ensure the improvement of network quality and customer perception.

关 键 词：重复投诉 感知 规划 网络覆盖 干扰 

分 类 号：TN929.53[电子电信—通信与信息系统]