Research On Gansu Mobile Cornmunication Customer Service Rubik’s Cube

Along with the domestic mobile communications business development, users of mobile communication customer call service request more and more high. Enterprises based on their own development and enhance the user satisfaction of requirements, the need for ongoing research on improving mobile communication customer call service hotline connection rate. Gansu mobile communication customer call service magic study is to promote the Gansu mobile communication customer call service hotline connection rate of a new method.This paper first introduced the Gansu mobile communication service customer calls the research background and research significance, and the research content and way of thinking. On mobile communication customer call service the basic concept and theory of simple exposition, to focus on Gansu mobile communication customer call service and status analysis of Gansu mobile communication customer call service cube process design and implementation research. This article in view of the current user to dial Gansu mobile customer service hotline10086busy when access is difficult, long waiting time, user satisfaction is not high status, the Gansu mobile communication customer call service research on Gansu Mobile Corporation Rubik’s cube, operator management, customer attribute judgment, judgment and busy at matching module carries on the thorough analysis, the access priority management booking service request,, pre dial back, box access mode of process reengineering, in order to achieve the effective promotion of calls to the hotline call completion rate, change passive service into active service and effective peak busy when the purpose of Pinggu.Based on the analysis of Gansu mobile communication call service process based on the current situation, the existing call service process proposes three optimization schemes, scheme one:recruit operator+increase busy work number; scheme two: by adjusting the schedule, so that each time the number of work to meet the time amount of manual telephone request; scheme three: Traffic Guidance Mode—peak Pinggu, callback, priority access. In the three scheme is advantages and disadvantages compared, from enterprise management cost control perspective, as well as to improve the call service efficiency and enhance the user satisfaction factors, option three is low devoted high yield reasonable optimal cube scheme. Optimal solution to Rubik’s cube three Gansu mobile communication customer call service system construction to put forward three improved aspects: customer access priority dynamic adjustment model, an appointment call active return model, artificial traffic guidance mode. This plan hand take traffic guide mode, through the callback methods will help the user guide, traffic in the idle when the busy when not incoming user callback, improve quality services. At the same time also saves system resources, rise to cut a peak to the role of Pinggu; on the other hand, through the automatic identification system, a high value on high ARPU value of the VIP user priority access, limited access to other users, to adopt callback ways to provide services. It is also improving the company end user satisfaction, to maintain the stability of the company the high-end users, improve service level and economic income in an effective way. The optimal scheme of three layer through optimization of Rubik’s cube in advance, using actual data prove that the call service Rubik’s cube can greatly improve the production efficiency.Finally, the summary, the follow-up service system construction and puts forward some suggestions on the optimization of work.