Research On Telecom Operators To Improve Customer Service Ability

Along with our country 3G/4G the issuance of business license plate, the communications industry between the increasingly fierce market competition, China telecom, China unicom, China mobile as the three major operators, three carriers products, such as business type, the price gap is not big, the competition of industry. And industry in the face of the fierce competition, x is also facing the competition, and a large number of mobile Internet enterprise to provide value-added service enterprise also to enter the competition, they use their fast and flexible, light assets and innovation advantage, for the traditional operators encroach on of the most profitable market opportunities on a large scale. With the change of the user consumption habits and communication behavior patterns, the traditional voice services, SMS, MMS business began to decline significantly. Communication operators face reconstruction, for business, and so on in the industry of risk and pressure. Therefore, under the environment of information to promote economic growth, the telecommunication operators in a large space for development, at the same time, also facing unprecedented severe challenges.To enhance the core competitiveness, gain market advantage in the competition, to ensure a sustainable profit growth, operators are actively in all aspects of the reform and innovation, technology, management, services will become the enterprise reform in point of ascension. Innovation in information technology under the state of rising, raise the awareness of the capability of service enterprises in the competition of impact is particularly important, the service ability of high and low to a certain extent affect the steady development of the enterprise.basis of thorough analysis of the factors influencing service, seek breakthrough. First with the method of questionnaire survey, collecting data to analyze the data, through the analysis of the current understanding of the present situation of the service of communication operators, find out the current service problems and shortcomings, using the AHP analytic hierarchy method, set up index system of the six categories of hosting service channels, namely the hotline, SMS business hall, hall, network, mobile phone hall, hall (weibo, WeChat, tencent QQ) emerging Internet channels, user focus analysis, find out the user focus focus, with the current service status quo analysis, upgrade improvement measures are put forward.