| With the process of rapid development of the world economy, living standards and quality of life continue to improve. People perceive things around more sensitive and become higher about the quality of service requirements. People's requirements on the quality of service of mobile communications industry are becoming more and more high. This is a big challenge for the operators of mobile communication. In the mobile Internet era of increased competition, for attracting more customers, retaining existing customers, as the business better, faster development, the mobile communications'operators need to continually improve customer service quality. So, professional analysis of the operations and management Index (customer service data) of the mobile communications call center, comprehensive evaluation of the customer service quality and enhance the customer service quality become more pressing problems.Firstly, this thesis use specialized statistical methods to analysis the customer service data from China Mobile's customer service center, establish the comprehensive evaluation index system, thus we establish a comprehensive evaluation model. Secondly, we evaluate the customer service quality and make the evaluation results to data visualization. Then we analysis and summarize the results of comprehensive evaluation of the evaluation results. Ultimately, give the suggestion and scheme for enhancing the quality of Liaoning Mobile customer service.In this thesis, we analysis and evaluate comprehensively the various index of China Mobile's customer service center from the Angle of the customer service provider. First, we describe the operations process and the related index of China Mobile's customer service center. Then we preprocess the customer service data, which is to layer, delete, correlatively analyze. We establish the index system of the comprehensive evaluation required. Secondly, by the comprehensive evaluation theory, the fuzzy hierarchy comprehensive evaluation model which is suitable for the comprehensive evaluation of the operations and management index of China Mobile's customer service center, and compute and evaluate the operational and management index data using the fuzzy hierarchy comprehensive evaluation model. Then make cluster analysis for the results of evaluation, by the statistical software make the data visualization. At last, this thesis analysis and summarize the results of the comprehensive evaluation of the index data in China Mobile's call center, and get promoted solutions of Liaoning Mobile customer service center service quality. |
PDF Full Text Request