省级电网公司呼叫中心关键指标体系设计与系统实现

发布时间：2018-03-17 22:08

本文选题：呼叫中心　切入点：评价体系　出处：《天津大学》2014年硕士论文　论文类型：学位论文

【摘要】：呼叫中心作为企业与客户有效沟通的重要渠道和窗口，其重要作用日益受到我国大型电力企业的重视。通过信息集成的呼叫中心系统模块设计和优化，我国大型电力企业不断分析指标、改善指标，提升窗口服务质量，满足社会、政府和广大用户对电力企业的服务需求，树立良好的品牌形象，提高企业自身的核心竞争力。本文主要针对如何突破目前省级电网公司呼叫中心指标值与国际标杆值倒挂的现状，研究如何利用最少的人力向客户提供满意的服务，明确以指标为管理手段，让客户代表在适当的时间做适当的事情。为建立关键指标系统，本文在规划与建设时充分地对呼叫中心的六大业务流程（现场管理、质检管理、排班管理、投诉管理、知识库管理和语音留言）进行了分析，并根据分析结果，对影响呼叫中心的七个关键指标和十五个源头指标提出了相应的建设方案，，以便持续提升该省级公司呼叫中心的运行管理质量。通过本课题的研究，大大提高了省级电网公司呼叫中心系统模块设计，提高了呼叫中心客户代表工作效率，也提高了客户满意率，最关键的是更及时、精准地解决了客户的用电诉求，2013年云南电网公司荣获“云南省十大公共服务行业公众满意度调查第一名”，同时另一省级电网公司也采用了该指标体系，并开始逐渐投入系统使用。
[Abstract]:Call center as an important window of effective communication channels and the enterprise and the customer, the important role of China's increasingly large power enterprises. Through the call center system module design and optimization of information integration, China's large enterprises to continuously improve the power analysis indicators, indicators, improve service quality, meet the social window, the government and the majority of users the electric power enterprise service needs, establish a good brand image, enhance the core competitiveness of enterprises.
This paper focuses on how to break through the current provincial Power Grid Corp call center index value of the status quo upside down with the international benchmark value, study how to use the least human to provide satisfactory services to customers, with clear indicators for the management, let the customer representative to do the right thing at the right time. In order to establish the key index system, based on the planning and construction fully to the call center's six major business processes (site management, quality inspection management, scheduling management, complaint management, knowledge base management and voice messages) are analyzed, and according to the analysis results, the corresponding construction schemes on the impact of seven key indicators of the call center and the fifteen source index proposed, the operation and management of quality in order to continuously improve the provincial company's call center.
Through this research, greatly improving the provincial Power Grid Corp call center system module design, improves the call center customer service representative work efficiency, but also improve the customer satisfaction rate, the key is more timely and accurately solve the customer's electricity demand in 2013, the Yunnan Power Grid Co was awarded the "public satisfaction of ten public service industry in Yunnan province first, while another provincial Power Grid Corp is also used in the index system, and began to gradually put into use in the system.

【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TN99;TP311.52

【相似文献】