Research On The Key Operational Metrics System And Decision Model Of LSS Power Customer Service Call Center

The treatment and judgment of abnormal index is the process of call center operationmanagement of target based. This paper will establish the control model of the keyindicators--primarily as a tool to judge data changes, analysis index anomalies, and givewarning or alarm, to remind the manager take appropriate management strategies andtreatment measures. By setting the control chart limits, mean and lower, abnormality judgingmethod to define the index, analysis of operation process is in a state of control, identify thecause of fluctuations in the data.Meanwhile, the call center and business process internal traffic and the impact ofinheritance, as an indicator of the performance of the association. Through a mathematicalmodel, a clear relationship between indicators. Abnormal indicators or automatic adjustmentfactors given problem and deal with measures to make the call center operational metrics tendbalanced, reasonable, and ultimately achieve the goal of digital strategy transport tube.At present, Huizhou Power Supply Bureau customer service call center management ischanging from automation to fine type stage, namely the platform and application ofautomation, and the formation of standard business processes and operational norms, makecertain operational assessment index, the comprehensive operation status of configurationpoints of call center system, real-time monitoring statistical reporting system, data detectionand acquisition system, the data detection and acquisition system after the station, get detailedinformation for the traffic section, multi angle, three-dimensional platform and service stateanalysis and operation for the dry basis accrued. But the decision is still mainly rely on thehuman experience, the need for further use of quantitative data and indicators, clear lines ofresponsibility and performance appraisal. At the same time, the management measures andstrategies to three-dimensional, comprehensive operation data and indicators, realize theoperation strategy expert project automation. The implementation of call center decisionmaking and operation management, enhance customer service call center operationmanagement level, realize the customer service center of fine management, and customerservice center growth for the power supply bureau service strategy to establish brandmanagement firm foundation.Through practice and exploration of this thesis, the experience gained will be able toprovide a reference for the power industry customer service. The corresponding solutions,theoretical models, applications will rely on existing business systems and customer service platform has the versatility to achieve quantitative analysis methods and scientific ability topredict operational management strategies to improve the performance of call center agentswho work to promote performance assessment, call center operations for the power industryto contribute to the level of the leap.