| With the rapid development of information technology and increasingly fierce market competition,telecom operators not only have to face fierce competition from their peers,but also cross-border competition from Internet enterprises.At the same time,due to the influence of mobile Internet in recent years,user service habits have changed greatly,and the requirements for service quality and service personalization have been further improved.Telecom operators are based on traditional customer service.The way of business is under unprecedented pressure and challenge.A Telecom Company is a provincial branch of one famous T Telecom operators.Faced with severe changes in the situation,it must improve its customer service level in order to obtain better survival and development opportunities.However,there are some problems in customer service of A Telecom Company,such as low service efficiency,high cost and low customer satisfaction,which seriously restrict the development of enterprises.Therefore,how to apply process optimization theory and methods to solve these problems is the focus of this paper.This paper takes the customer service of A Telecom Company as the research object.Firstly,the current situation and process of customer service are introduced.According to the analysis of operation data,it is found that there are a series of efficiency,cost and complexit y of IVR voice self-help navigation interaction in customer service of A Telecom Company,such as low manual service connection rate,long call time,low one-time problem solving rate,low automation level of quality inspection,etc.Customer perception has a negative impact.Through the analysis,the necessity of customer service business process optimization for A Telecom Company is determined.Then,the flow chart,ASME and other methods are used to analyze the IVR voice self-service process,manual service process,quality inspection process,and find the root cause of the problem.According to the analysis results,the objectives and principles of process optimization are determined,and the strategy of process optimization is put forward.ESEIA method and flow chart method are used to optimize the above process.Finally,the guarantee measures and effectiveness analysis of process optimization are put forward.The results of the study are as follows:(1)The efficiency of customer service and quality inspection is effectively improved.IVR self-service time and manual telephone service time were shortened by 29.7% and 15.3%,20-second connection rate increased by 4.5%,one-time problem solving rate increased by 3.4%,and quality inspection coverage increased by 6 times.(2)The cost of manpower has decreased significantly.After process optimization,the work efficiency of customer service is effectively improved,the degree of automation is improved,the degree of dependence on manual work is gradually reduced,the number of customer service representatives is reduced by 8%,and the number of quality inspectors is reduced by 30.6%.(3)Customer satisfaction increased by 2.3%.The simplification of service process and the improvement of service efficiency have achieved the expected goal of serving customers quickly and efficiently,and customer perception is getting better and better.Through research,this paper provides solutions to the problems of low service efficiency,high cost and low customer satisfaction in customer service of A Telecom Company.At the same time,it also practices the theory and method of process optimization.After pilot application,it achieves good expected results to ensure that A Telecom Company improves service efficiency and customer satisfaction under the most reasonable operating cost of customer service.Meaning,so as to maximize the profits of enterprises,has a certain reference value for other homogeneous businesses. |
PDF Full Text Request