The Planning And Implementation Of Telecom Customer Service Program

The pattern of telecom competition has already formed in our country. With the more and more intensive competition, telecom operating enterprises came to realize that the client relationship resource which they have owned already is the most important treasure. Client service is the most basic, direct and effective way to develop, keep and strengthen this relationship. Telecom operating enterprises want to catch an advantaged position in the intensive competition market, they have to solve the problem of how to reduce the cost and how to keep the client relationship, and to improve the work efficiency greatly under the condition of fine service quality. The key factor to solve this problem is to support the system construction.China Netcom (Group) Company Limited.Liaoning Branch has fully realized that the importance of the client service in the company, so it has constructed and carried into execution the new client service system. This article author fortunately participated in the new customer service system construction. The objective of the client service system is to meet different level, individual and diverse business needs, and to develop clients, to maintain clients, to make potential clients become actual clients and to create the more clients' values.The new customer service system research aim is: new system insists on the three principles "central infrastructure, open platform, and unified management ", and realize the business centralization based on the fully consideration of purchasing new equipment while making most the old equipment. The paper first carries on the analysis proof to the system construction goal and the present situation, has formed the new customer service system network plan. Afterwards, the thesis introduces in detail network construction project and system infrastructure of the client service system, and concretely analyses the account of client service system allocation and the interface way of BOSS system.The author of the thesis has worked on program of the client service system construction and system tendering and bidding program of Liaoning Network. At present, the client service system of Liaoning Network has cut off and put into practice.