CAJ | 학술논문

通过剖析安徽电信移动网络投诉处理存在的问题，全面优化了投诉处理工作流程，从投诉预处理、投诉结果闭环管控、考核与评价等方面建立了管理体系，实现了用户投诉现象与投诉原因的准确定位、投诉处理结果闭环管理。实践验证表明，该管理体系实现了运营商服务水平和用户感知的双提升，具有较大的应用价值。
통과부석안휘전신이동망락투소처리존재적문제，전면우화료투소처리공작류정，종투소예처리、투소결과폐배관공、고핵여평개등방면건립료관리체계，실현료용호투소현상여투소원인적준학정위、투소처리결과폐배관리。실천험증표명，해관리체계실현료운영상복무수평화용호감지적쌍제승，구유교대적응용개치。
In this paper, we analyze the problems existing in the complaint handling process in Anhui Telecom mobile network, and then optimize the complaint handling flow. We build the management system in the aspects from complaints pretreatment and closed loop control of complaint results to assessment and evaluation, realizing the accurate positioning of consumers’ complaint phenomena and their reasons, as well as the closed loop management of complaint handling results. The practices show that the management system has potential application values because it accomplishes both the quality of service of the operator and the perception of users.