Provincial Grid Companies Call Center Key Index System Design And System Implementation

Call Center as an important channel and window companies to communic-ate effectively with customers, it has growing an import role in China’s large po-wer companies. Through the call center system integration module design andoptimazation, China’s large power companies continue to analyze indicators,im-prove targets, improve quality of service window, and meet the needs of socialgovernment and our customer for electricity companies, establish a good brandimage, enhance our core competitiveness.This page talks about how to break the current status of the provincial p-ower grid company call center with its indicators, the international benchmarkvalue index values upside down, how to use a minimum of manpower to pro-vide satisfactory service to customers, making a clear indicator as managementtools, and allowing customer representatives to do appropriate things at the ap-propriate time. To establish a system of key indicators, the paper analyzed thesix call center business process in the planning and construction (on-site mana-gement, quality management, workforce management, complaint management,knowledge management, and voice mail), according to the result of analysis, onthe impact of the call center seven key indicators and15indicators proposed thecorresponding source-building program. In order tocontinuously improve the quail-ty of the operation and management of the provincial company call center.By studying this subject, it greatly improving the call center system mod-ules designed of provincial power grid company, the efficiency of the call cen-ter customer representatives, customer satisfaction. And the most critical is sol-ute the customer’s electricity aspirations more timely and accurate.2013Yunn-an Power Grid Corporation won the "Top Ten Yunnan public sector public se-rvice satisfaction survey first". While another provincial grid companies also u-se the index system, and began to put the system to use.