Research On The Multimedia Customer Care Construction Of China Telecom HN Area

With the development of knowledge economy and economic globalization, the telecommunications industry will face more challenges and more opportunities. Customer service quality on the rise, is placed in front of the telecommunications industry issues. Making telecommunications business strategy by the CI (Cooperate Identity) strategy phase to CS (Customer Satisfaction) transition strategy. Telecom operators increased to service inputs, particularly through the electronic channel inputs increase, so that customer service and call center continues to rise. In order to make the telecommunications industry CS strategy better, more efficient, quick service for customers, improve customer satisfaction, low status, the author in the telecommunication industry customer service on the basis of understanding, based on the telecommunications service fusion efficiency, innovative service means, enhance the value of services, good business opportunities into the purpose, for China Telecom HN multimedia customer service projects of a series of discussions and research.In this paper the following aspects were studied in detail:the one is the analysis of the telecommunication industry customer service center to face the trend of globalization of current situation; two is to discuss the multimedia service theory, multimedia service and the essence of service theory; three is discussed China Telecom HN multimedia service present situation, the existing in operation the problem is put forward; four China Telecom HN multimedia service implementation strategy, combined with the practical application of the interactive process puts forward improvement strategy; five is the strategy of the expected effect is evaluated.The article thinks at the same time, multimedia and traditional customer service, customer service to want to compare, its main advantages:one is to strengthen the innovation ability, make the call center operation ability is enhanced; the two is to strengthen the sense of service, greatly reduces the service complaints; three is to strengthen the service tenet, embodies the concept of the supremacy of customers; four is to strengthen the overall control, make innovation mechanism more dynamic.