The Research Of LT Telecom Operators Customer Service System

Competition in the era of full-service operation is comprehensive. At this stage, the fight for customers remains the focus of competition. With the intensive competition of telecommunication enterprises, the customers' demand for telecommunication enterprises has also improved. Operators have to carry out product wars and price wars, which get them into "The Vortex of Prices". In "The Vortex of Prices", the low-end users frequently change networks, "large amount of join-in and exit" has become a common phenomenon, the users' ARPU value is reducing year by year, competition cost of the telecommunication enterprises is rising rapidly, and customers'satisfaction also declines as the competition intensifies. As a result, the profitability of the telecommunication enterprises declines.Through analyzing and researching the current customer service status, we can establish a comprehensive customer service system which optimizes and integrates the scattered resources (customer satisfaction are in periodical investigation; customer maintaining and retaining system and customer call system are single dispersed systems; customer lifecycle management are still in the stage of theoretical study) and forms a fast and effective customer service system to improve service efficiency and reduce cost of the service. Through the construction and operation of comprehensive customer service system and on the basis of customer value evaluation and service resource evaluation, we can get the high-value customers'service-use status, and provide effective services to them in time. In the fierce competition, it can build a customer-protection wall for telecommunication enterprises, effectively promoting core competence of telecommunication operators.This paper analyzes the current customer service status of telecommunication operators in LTA Province, finds the gap and proposes improvement measures. Through analyzing and researching the customer satisfaction management, customer churn management, customer lifecycle management, and customer call center management, it designs a new customer service decision-making system which is based on customer satisfaction, customer loss, customer lifecycle management and customer call center management.