<p><span style="background-color: yellow; color: black;"> 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。</span></p> <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;'><font face="宋體">加強(qiáng)投訴處理及時(shí)率與解決率。縮短到場(chǎng)測(cè)試時(shí)間，現(xiàn)場(chǎng)測(cè)試、天線調(diào)整、后臺(tái)優(yōu)化同步進(jìn)行，<span lang="EN-US">將處理時(shí)間壓縮到兩2</span>天內(nèi)，提升解決效率。</font></span></li></ul> <ul><li><font face="宋體"><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><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。</span></font></li></ul> <ul><li><font face="宋體"><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<span lang="EN-US">8</span>小時(shí)內(nèi)。</span></font></li></ul> <ul><li><span style="color: black;">針對(duì)高消費(fèi)用戶、弱競(jìng)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。</span></li></ul><p><br></p> <ul><li><font color="#000000" face="宋體" size="3"><font face="宋體"><span lang="EN-US" style="color: black; font-family: 仿宋_GB2312; font-size: 16pt; mso-font-kerning: 0pt;">優(yōu)化流程后，四月</span><span style="color: black; font-size: 16pt; mso-font-kerning: 0pt;"><span lang="EN-US">4G</span>手機(jī)上網(wǎng)滿意度領(lǐng)先度由<span lang="EN-US">-8.67</span>提升至<span lang="EN-US">-3.1</span>，環(huán)比<span lang="EN-US">3</span>月份改善<span lang="EN-US">5.57%</span>；重復(fù)投訴工單占比由<span lang="EN-US">3</span>月份的<span lang="EN-US">22.12
%</span>提升至<span lang="EN-US">14.04%</span>，環(huán)比<span lang="EN-US">3</span>月改善<span lang="EN-US">8.08%。</span></span></font></font></li></ul> <h3 style="text-align: center;"><font size="5">不忘初心繼續(xù)前行</font></h3><h3 style="text-align: center;"><font size="5">網(wǎng)絡(luò)人攜手共進(jìn)，持續(xù)鞏固網(wǎng)絡(luò)優(yōu)勢(shì)</font></h3><h3 style="text-align: center;"><font size="5">不斷提升網(wǎng)絡(luò)品質(zhì)</font></h3><h3 style="text-align: center;"><font size="5">只為你滿意！</font></h3>