Research Of Telecommunication Sector Calling Service Quality Based On IQAS

Telecommunication industry as an important part of service sector has brought enormous influence to people's daily life,study and work.With the easier entry policy of telecommunication sector and blooming of mobile and internet industry,more and more private owned companies are entering telecommunication field,which brings more and more products and significantly enriches consuners' experiences.When facing those fierce competitions,traditional telecommunication service providers have to face up the challenges so as to maintain the customers.China mobile customer service center as one of the most important channel of customer service is also facing its' bottleneck such as low efficiency of in-calling service,low level of business dealing ability and high degree of resigning rate.In order to improve quality and correct the shortcoming of service,telecommunication service providers are eager to find a tool which can improve the service quality in an efficient and personalized way.Under such background Intelligent Question Answering System(IQAS)is developed.The appearance of IQAS reflects the human's pursuit for faster and accurate information searching.Currently more and more companies are adopting IQAS to manage their knowledge management system hence to enhance the knowledge management efficiency,improve knowledge application and increase the skills of servicing staff.Practice indicates that IQAS has in different degree improved the service quality of enterprises.This paper takes the telecommunication sector as the researching object.Base on the analysis of the service quality problems in this industry,several solving solutions are constructed.Those solutions are studied with feasibility,and finally the effect of IQAS to service quality is chosen.After that relevant studies are investigated,principle of IQAS is analyzed,the information regarding service quality management is searched and in the end the service quality evaluating system based IQAS is built.Finally thought practice investigation,the effect of IQAS to telecommunication sector is researched.This paper uses the methods of questionnaire study and customer interviewing.By taking random samples of China mobile customer service and calling customers,using SPSS software,the investigation data and their mean,standard deviation and reliability are analyzed and solution of this paper is reached.Analysis result indicates that IQAS improves the service quality significantly mainly in respects of business skills,service attitude and formality of servicing staff.Customers also feel that the service is more efficient and reliable.Besides the also shows that IQAS should be improved in terms of system operation,knowledge maintenance and intelligence.