客服系统与移动网管系统信息互动项目的研究
|
摘要
电信企业直接收到用户的反映、咨询、投诉、查询等,尤其是投诉可以是最直接反映企业整体服务能力,反映用户对企业整体服务能力的评价,它与用户满意度指标和忠诚度指标直接关联。用户对不同问题的反映,会侧面反映企业后台各方面管理的不同问题,或是对企业组织各类产品中的薄弱环节的反馈。用户的投诉对于企业来说,是一个企业的神经系统。
近年来网络质量的投诉占整体投诉的30%,用户对解决不及时,不能有效解决等问题有很大意见,网络质量也是用户离网的重要因素之一。网络问题专业性强,前台立单性差,一次性解决率差,客户投诉数据不能及时反馈给后台部门,网络问题针对性解决能力弱。
为此立项:建立客服系统与移动网管系统信息互动项目的研究。
选定试点省份,搭建客服系统与移动网管系统信息互动项目试验平台,验证管理目标实现情况,形成公司级的业务规范及技术规范,确定全国下一步推广方案。最终提高客服前台对网络质量一次性解决率,提高客服前台对用户网络质量投诉立单的准确性,减少用户对网络质量的重复投诉;实现以用户投诉数据为参考,充分分析客户投诉数据,针对性地解决网络质量问题,将有限的网络优化和网络补点费用应用到用户急需解决的网络问题上,提高用户对网络质量的感知,提高用户满意度。
本项目管理主要任务有对试点项目启动、范围、费用、进度、计划、流程等管理。验证试点项目关键:平台搭建是否成功,是否按照业务设计功能全部实现,是否可以检验目标实现情况并进行后续的效益分析。
结合公司现有的系统平台支撑现状及客服系统及移动网管系统规划,及试点实验情况,分析业务技术特点,制定公司级的《客服系统与移动网管系统信息交互业务规范》及《客服系统与移动网管系统信息交互系统需求书》,做为下一步公司推广的规范及标准。并在实际开发及应用中形成一套客服系统与网管系统的标准接口,从而为今后在BSS中融合客服与网管信息交互模块提供标准和依据。
The telecommunication enterprise receives the user's direct reflection, cons ultation, complain, inquiry and so on.. Especially, the complain may be the most direct reflection of the enterprise whole service ability, and it reflects the us der's appraisal to the enterprise' whole serviceability.It is joined with the user egree of satisfaction target and loyalty target directly. The user to the different question reflection, it's reflected the enterprise different questions' existence of management, or feedback of organizes in each kind of product to the enterpri se'the weak link . To the enterprise, the user's complaint is an enterprise's ner vous system.
In recent years, the complaint of network quality occupied the whole com plaint 30%. The user had bad opinion of didn't had the effective result. The n etwork quality also is one of the important causations to make user leave. The network question is specialized, and one time solves completely rate is low. The data of customer's complaint cannot feed back promptly gives the backgro und proeess.the pertinence to- deal with the network problem is short.
So I had chose the item, Interactive information's research of the customer service system and operations support system . The designation experiments the province.
So I had Chose a province to carry on the experiment. Build the platform of the customer service system and operations support system to test,to validate Whether the management goal does realize, to form one of the service stand ards and the technology standards of our company level,to determine the next step promoted plan in the nation. The ultimate objective is enhances one time solution rate of the network quality for service seats ,and enhances the accuracy of filling in the lists for the user complaint, to reduce redundant complaint to network quality.To realize to take the user complaint data as the reference, analyzes the customer complaint data fully, solve the network quality problem definitely,to make limited expense of the network optimizes solve the imperative network question.For that, We could enhance the user's sensation to the netw ork quality, the user's degree of satisfaction.
The main target of item was managed experimental project of Initiating, P lanning Executing Controlling Process etc. Verification test key was whether th e platform is succeed,whether designs of the function was realize completely, whether all function was implemented entirely, and carries on the following be nefit analysis.
With testing platform and BSS- OSS's layout, analyse service and technica 1 characteristic.We make out standard< the customer service system and operati ons support system's Service standard>and< the customer service system and o perations support system's System requirement book>.As it as standard for the next step promoted plan in the nation.And form a suit of standard actual conn ection for development.
近年来网络质量的投诉占整体投诉的30%,用户对解决不及时,不能有效解决等问题有很大意见,网络质量也是用户离网的重要因素之一。网络问题专业性强,前台立单性差,一次性解决率差,客户投诉数据不能及时反馈给后台部门,网络问题针对性解决能力弱。
为此立项:建立客服系统与移动网管系统信息互动项目的研究。
选定试点省份,搭建客服系统与移动网管系统信息互动项目试验平台,验证管理目标实现情况,形成公司级的业务规范及技术规范,确定全国下一步推广方案。最终提高客服前台对网络质量一次性解决率,提高客服前台对用户网络质量投诉立单的准确性,减少用户对网络质量的重复投诉;实现以用户投诉数据为参考,充分分析客户投诉数据,针对性地解决网络质量问题,将有限的网络优化和网络补点费用应用到用户急需解决的网络问题上,提高用户对网络质量的感知,提高用户满意度。
本项目管理主要任务有对试点项目启动、范围、费用、进度、计划、流程等管理。验证试点项目关键:平台搭建是否成功,是否按照业务设计功能全部实现,是否可以检验目标实现情况并进行后续的效益分析。
结合公司现有的系统平台支撑现状及客服系统及移动网管系统规划,及试点实验情况,分析业务技术特点,制定公司级的《客服系统与移动网管系统信息交互业务规范》及《客服系统与移动网管系统信息交互系统需求书》,做为下一步公司推广的规范及标准。并在实际开发及应用中形成一套客服系统与网管系统的标准接口,从而为今后在BSS中融合客服与网管信息交互模块提供标准和依据。
The telecommunication enterprise receives the user's direct reflection, cons ultation, complain, inquiry and so on.. Especially, the complain may be the most direct reflection of the enterprise whole service ability, and it reflects the us der's appraisal to the enterprise' whole serviceability.It is joined with the user egree of satisfaction target and loyalty target directly. The user to the different question reflection, it's reflected the enterprise different questions' existence of management, or feedback of organizes in each kind of product to the enterpri se'the weak link . To the enterprise, the user's complaint is an enterprise's ner vous system.
In recent years, the complaint of network quality occupied the whole com plaint 30%. The user had bad opinion of didn't had the effective result. The n etwork quality also is one of the important causations to make user leave. The network question is specialized, and one time solves completely rate is low. The data of customer's complaint cannot feed back promptly gives the backgro und proeess.the pertinence to- deal with the network problem is short.
So I had chose the item, Interactive information's research of the customer service system and operations support system . The designation experiments the province.
So I had Chose a province to carry on the experiment. Build the platform of the customer service system and operations support system to test,to validate Whether the management goal does realize, to form one of the service stand ards and the technology standards of our company level,to determine the next step promoted plan in the nation. The ultimate objective is enhances one time solution rate of the network quality for service seats ,and enhances the accuracy of filling in the lists for the user complaint, to reduce redundant complaint to network quality.To realize to take the user complaint data as the reference, analyzes the customer complaint data fully, solve the network quality problem definitely,to make limited expense of the network optimizes solve the imperative network question.For that, We could enhance the user's sensation to the netw ork quality, the user's degree of satisfaction.
The main target of item was managed experimental project of Initiating, P lanning Executing Controlling Process etc. Verification test key was whether th e platform is succeed,whether designs of the function was realize completely, whether all function was implemented entirely, and carries on the following be nefit analysis.
With testing platform and BSS- OSS's layout, analyse service and technica 1 characteristic.We make out standard< the customer service system and operati ons support system's Service standard>and< the customer service system and o perations support system's System requirement book>.As it as standard for the next step promoted plan in the nation.And form a suit of standard actual conn ection for development.
引文
[1]柳纯录,刘明亮 信息系统项目管理师教程 清华大学出版社2005.3 361-362
[2]美国项目管理协会 项目管理知识体系指南 电子工业出版社 2005.161-220
[3]狄海德 著,郑建萍等译 项目管理 同济大学出版社 2006.9 全篇
[4]《中国联通“联通10010”服务管理规范V1.0》2006.4
[5]《中国联通省级电子运维系统功能需求规范(V1.0.0)》2006.8
[6]《中国联通投诉管理用户需求书V1.0》2006.4
[7]《中国联通IT系统BSS域客户关系管理系统技术规范v 0.4》2007.3
[8]《中国联通OSS系统总体框架V1.0》2006.8
[2]美国项目管理协会 项目管理知识体系指南 电子工业出版社 2005.161-220
[3]狄海德 著,郑建萍等译 项目管理 同济大学出版社 2006.9 全篇
[4]《中国联通“联通10010”服务管理规范V1.0》2006.4
[5]《中国联通省级电子运维系统功能需求规范(V1.0.0)》2006.8
[6]《中国联通投诉管理用户需求书V1.0》2006.4
[7]《中国联通IT系统BSS域客户关系管理系统技术规范v 0.4》2007.3
[8]《中国联通OSS系统总体框架V1.0》2006.8