China Telecom 10000 Customer Service Hotline Service Levels To Enhance The Research

China Telecom is a service-oriented enterprises, service throughout the enterpriseinterior various aspects of business, involving the front and backstage of all departments.In each major telecom operator between products and services are more and morehomogeneous, the increasingly fierce competition in the context, the means, ability andlevel of customer service is gradually replace network, price, terminals and other factors,become influence customer choice and purchase are the most important factors. How toimprove the customer’s service level, to improve customer satisfaction and loyalty to theenterprises, establish a brand image, assist business development, has become the majortelecom operators need to face a common problem.While10000is China Telecom customer service hotline, the most important isChina Telecom customer service channel. In the whole society of artificial cost moreand more high, recruiting more difficult background, how to pass technical support bymeans of innovation, enhance service capacity, extended service channels and means ofservice, the enterprise has to face an important issue. This will be China TelecomGuangxi branch customer service center a series of analysis and practice as the basis, byexamining how the information support means, promote China Telecom10000customer service hotline service level. The main contents include the following:1, through customer surveys and data analysis to identify the impact of Guangxi10000customer service hotline service level of two of the most major problem, first is aservice providing capability and service needs among mismatch; second is the service ofprocess on customer perceived lack of care.2, how to pass the customer service support system integration and optimization ofknowledge base, enhance the customer service center line service represents theinformation and business efficiency.3, how to optimize the through platform10000IVR navigation menu and artificialtraffic queuing strategy optimization, to facilitate customers, quickly find thecorresponding service entrance, and as far as possible the queue waiting time shrinks tothe short. 4,10000in IVR process to realize broadband fault applying automatic processing,through customer self-service shunt10000artificial telephone traffic, but also enhancethe customer service in the process of perception.5, how to schedule management system and traffic monitoring system, andconstantly improve the internal management level of customer service center, tomaximize the existing service resource use efficiency.6, how to extend the service channel and service means, through10000hotline,online business hall, handheld business hall, QQ, micro-blog, Internet search channelssuch as the effective division of labor cooperation, to create a multimedia call center,promote China Telecom customer service level.