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唐山联通强化专家坐席排障技能

http://www.huanbohainews.com.cn 2017-04-18 9:39 来源: 人民邮电报

  本报讯 今年以来,河北唐山联通采取系列措施不断提升宽带专家坐席线上故障处置能力,缩短障碍处理时长,提升客户感知,效果显著。一季度,宽带专家坐席障碍处理量占10010受理宽带障碍总量的64.9%,坐席过滤率达80.8%,该项指标始终保持在全省前3名。

  据悉,唐山联通的主要做法为:一是苦练技能。开展学习培训、比武竞赛等活动,苦练排障技能,重点强化对用户终端故障等非线路故障和IPTV故障的解决能力,提高障碍处理水平。二是优化流程。通过对重点、难点、热点问题反复进行讨论,运用分析结果对障碍处理流程及方法进行再梳理、再优化,寻找最快、最佳解决障碍的流程和方法。仅IPTV坐席过滤率较2016年就提升了9%。三是前后联动。一方面,坐席人员提升处理技能,提高过滤率,减轻维护人员的负担;另一方面,维护人员积累难点问题解决经验,辅助完善专家坐席知识库,实现双向互动、相互促进,提高投诉处理效率。四是加强质检。主管客服部门通过数据分析、质检等方式,加强对专家坐席的实时监督管理,确保宽带专家坐席无服务投诉。截至目前,客户满意度达95%以上。

编辑 吕泽萱
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