The Design And Implementation Of The Early Warning Mechanism In The Complaint Business

With the progress of society and the rapid development of the industries, the living standard of the people has improved greatly, and the requirements of the people in every aspect are gradually improve. With this kind of phenomenon, service industry in the tertiary industry had been rapidly developed. While the rapid development of the service industry, many new problems and new ideas constantly appear, and the new problems and new ideas are communicated to different departments in the form of complaints. It is of positive significance that we provide accurate and timely processing of the complaint data of telecom operators and notify the relevant operating department to discover problems and solve them as early as possible. It found that in the face of complaint data which is huge and comes from many different sources and rapidly grow, now many industry customer service department or complaint acceptance and supervision department still adopt the way of manual analysis and classification, this practice is not only less efficient, but also the classification effect is not very ideal and it is easy to make mistakes because the understanding of complaint data is different and there is no uniform classification model and standard, so we will delay in resolving the complaints and this will reduce satisfaction of customers.Based on the background that a large number of complaints are being generated and not processed timely, this paper is focus on the research of alerting the complaints and advising the relevant departments to take preventive measures. I want to pass the early-warning information to the relevant departments, and improve the ability of follow-up analysis and processing. This paper is bases on the relevant technical level, studies the complaint data and disposes the data. With the analysis of the complaint data, I defines the complaint data and extract features of the data in this paper, and then build the corresponding mathematical model. In this paper I completed the analysis of the early-warning system, and designed the system and realized the early-warning system.The content of this paper is based on the cooperation project with China Telecom. The main research work of this paper is generalized as follows.1.This paper analyzed the early-warning system of complaints of the telecom industry, and we studied the key technology in this field and the difficulties we faced;2.This paper designed the early-warning system, which includes data and processing sub-module, complaint data classification module, complaint data participle warehousing module, new business complaints word module, and realized these subsystems.3.This paper introduced the construction of the system platform and each submodule, then this paper displayed core function and applications of the system, and gave a detailed explanation about them.