Study Of12580Voice Information Service In Dongguan

Voice information service is affecting people’s daily life more and more, and so ascompetitive landscape and future development of the electric communication. In2007,China Mobile launched12580as its own voice information service that was located in thestrategic business. What’s more, in actual operation,12580is included in the KPI. On theother hand,12580in Dongguan has inherent deficiencies and external difficulties.Especially, with the rapid development of the Internet, people’s need is growing and themarket environment is changing. So, how to enhance the quality of service and how topromote development soundly and rapidly, has become our top priority.In order to achieve the growth of customer scale and the expansion of its influence,this article focused on the four most critical aspects in service processes, that wereinformation database、telephone agent、Core business and marketing, combining thesurvey of customer interview and analysis of the current situation and problems. As forinformation database research, This article drew on information collation requirementsand information resource organization and management theory to optimize the selectioncriteria. As for telephone agent, This article referenced to the theory of quality monitoring,and performance management, and gave improvement measures. As for Core business,based on the current12580KPI requirements, This article focused on the two corebusinesses: movie and checking number, and proposed two development ideas separately.As for marketing, this article absorbed4P、4C、4R series mature marketing managementtheories, built12580innovative marketing mode actively, combining with thedevelopment of the current mobile Internet、market environment changes and the analysisof successful marketing cases in the Internet field.