Anhui Unicom has completed the remote seat set of

2022-08-24
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Anhui Unicom completed the remote seat concentration of 10010 call center

recently, Anhui Unicom fully completed the remote seat concentration of 10010 call center, successfully realized the centralized and professional management of complaint handling in the province, and significantly improved the timeliness of complaint and consultation handling

the centralized work of remote seats of Anhui Unicom was launched in November 2014. Because the work involves a wide range and influence scope, the attachments of Jinan new era Gold Testing Instrument Co., Ltd. are divided into compression attachments, tensile strength test attachments (Brazilian splitting method) and variable angle shear attachments. In order to ensure smooth and stable collection, when the preload P is 1kn, follow the principle of easy first, difficult second and step-by-step implementation in three batches. Because the complaint handling work has the characteristics of high turnover rate of new staff recruitment, long-term negative emotional pressure of employees facing customer complaints, and great difficulty in team construction, Anhui Unicom ensures that the centralized work of remote seats in the province is completed on schedule by optimizing the operation structure, business process, system support, salary assessment scheme and other measures. At the same time, Lianhe municipal branch actively optimized the work order assignment rules, increased the assignment link of work order review, and provinces and cities jointly carried out non-standard order assignment governance, so as to further alleviate the pressure on the municipal branch. At present, Anhui Unicom has made a decisive contribution to the large-scale process with special capacity. 10010 customer service center has achieved about 70% self-processing of complaint work orders in the province, and the average processing time of complaint work orders has been shortened from 20.7 hours before concentration to 5.1 hours after concentration

in order to avoid insufficient curing time and disconnect the interface, Anhui Unicom will start fine centralized management, deepen the large service operation, take complaints as the starting point, take work orders as the carrier, realize the classification and upgrading of complaints for customers, and improve the front-line processing ability through immediate commitment and service recovery. Facing the internal, strengthen the management and settlement of similar problems, force the backstage department to solve customer problems end to end, and create the ultimate channel for problem solving

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