The Research Of Artificial Call Completing Rate Period Equilibration In Guangdong Mobile Customer Service System

China mobile’s philosophy of customer service system is “roof the customer,foundation the service”. In china mobile’s service system,10086hotline is the fastest andeasiest way of communication between the company and its customers. Some researchargues that the satisfaction is positively related to the easy access to10086hotline. Thus,improving the artificial access ratio, especially maintaining the equilibration of the accessperiod is the effective measures to improve the customer satisfaction.On the basis of comprehensively promoting the customer satisfaction, this papersuggests one expression “the equilibration period of artificial access ration”. The mainpoint of this research is to analyze the current situation and difficulty of “the equilibrationperiod of artificial access ration”, and to find the solutions through data analysis,questionnaire, literature review. The research is divided into two parts. The first part is toanalyze the current situation and the difficulty of the equilibration period of artificialaccess ration, inferring that the accuracy of the telephone traffic prediction, the efficiencyof the real-time tactics, the abilities of service representatives are the cause of the problem.The first part also finds that relationship between the equilibration period of artificialaccess ration and customer satisfaction through the satisfaction factors analysis, arguingthat reaching the equilibration period of artificial access ration will greatly improve thecustomer satisfaction. The second part suggests the detailed tactics in accordance with theabove research. The tactics are as follows: optimizing the telephone traffic predictionmodel and improving the accuracy of the prediction; optimizing the spot tactics in order toraise the level of problem-solving; enhancing the service representatives’ ability toefficiently solve customers’ problems. Through the above tactics’ implementation, thegoals of “the equilibration period of artificial access ration” and “the improving customersatisfaction level” could be reached. Meanwhile, the author points out that the equilibration of artificial access period will be affected by the real traffic operation, andafterwards the equilibration period of artificial access ration could continuously beimproved on the foundation of Traffic forecasting model and spot tactics’ continuousoptimization.