堅(jiān)守初心，鞏固網(wǎng)絡(luò)優(yōu)勢，只為你滿意

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為持續(xù)提升網(wǎng)絡(luò)服務(wù)能力，提升用戶手機(jī)上網(wǎng)質(zhì)量滿意度，降低網(wǎng)絡(luò)原因?qū)е碌耐对V量，網(wǎng)絡(luò)部量身定制一套投訴處理專屬流程，只為貼心服務(wù)，只為用戶滿意。 <ul><li><span style='color: black; font-family: 仿宋_GB2312; font-size: 16pt; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-font-kerning: 0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;'>加強(qiáng)投訴處理及時(shí)率與解決率。縮短到場測試時(shí)間，現(xiàn)場測試、天線調(diào)整、后臺(tái)優(yōu)化同步進(jìn)行，將處理時(shí)間壓縮到兩2天內(nèi)，提升解決效率。</li></ul> <ul><li><span lang="EN-US" style='color: black; font-family: 仿宋_GB2312; font-size: 16pt; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-font-kerning: 0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;'>100%<span style='color: black; font-family: 仿宋_GB2312; font-size: 16pt; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-font-kerning: 0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;'>回訪用戶。嚴(yán)格按照投訴流程分析，做到每一筆投訴都有處理方案，每一次處理結(jié)果都做留檔。嚴(yán)格把控投訴處理各環(huán)節(jié)無縫銜接，保證處理質(zhì)量和效率。</li></ul> <ul><li><span style='color: black; font-family: 仿宋_GB2312; font-size: 16pt; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-font-kerning: 0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;'>通過多手段遠(yuǎn)程監(jiān)控，實(shí)時(shí)跟蹤故障和投訴情況，督促跟蹤快速解決，按日、周、月分析和通報(bào)故障和投訴指標(biāo)，督促旗縣分公司加大故障跟蹤能力、協(xié)調(diào)各責(zé)任單位加快處理進(jìn)度，做到處理時(shí)限在8小時(shí)內(nèi)。</li></ul> <ul><li>針對(duì)高消費(fèi)用戶、弱競對(duì)小區(qū)投訴用戶、升級(jí)投訴、錄音投訴、督辦重復(fù)投訴問題，通過基站擴(kuò)容、RF調(diào)整、后臺(tái)優(yōu)化、安裝放大器等措施累計(jì)解決投訴102個(gè)問題點(diǎn)，做到了100%解決。</li></ul> <ul><li>優(yōu)化流程后，四月4G手機(jī)上網(wǎng)滿意度領(lǐng)先度由-8.67提升至-3.1，環(huán)比3月份改善5.57%；重復(fù)投訴工單占比由3月份的22.12 %提升至14.04%，環(huán)比3月改善8.08%。</li></ul> <h3 style="text-align: center;">不忘初心繼續(xù)前行</h3><h3 style="text-align: center;">網(wǎng)絡(luò)人攜手共進(jìn)，持續(xù)鞏固網(wǎng)絡(luò)優(yōu)勢</h3><h3 style="text-align: center;">不斷提升網(wǎng)絡(luò)品質(zhì)</h3><h3 style="text-align: center;">只為你滿意！</h3>