寇文珍 何帅元

【摘要】    为了提升集客业务的运营支撑能力，提升客户满意度，本文在分析造成集客业务投诉处理超时原因的基础上，结合二维码技术在存储信息方面的优点，提出了提升集客业务投诉处理效率的新思路。首先，从人、机、料、方法、环境角度出发，分析了造成集客业务投诉处理超时的原因，并且提出了相應的预控措施。其次，介绍了二维码技术及其优点。最后，提出了二维码技术在提升集客业务投诉处理效率的具体解决方案，通过添加集客业务二维码标签，且将二维码标签扫描功能从单一的信息展示功能升级为集客业务故障服务功能，扩展了集客业务客户投诉的自助服务通道，提升投诉报障精准度，缩短投诉处理时长。

【关键字】    集客业务    二维码    客户满意度    投诉处理    效率

Abstract： In order to improve the operational support capacity of group account business and customer satisfaction，based on the analysis of the reasons for the time-out of complaint processing of group account business，combining the advantages of two-dimensional code technology in the storage of information， we put forward a new idea to improve the efficiency of complaint handling of group account business in this paper. Firstly， From the perspective of human，machine，material，method and environment，this paper analyzes the reasons for the time-out of complaint handling in group account business，and puts forward the corresponding pre-control measures. Secondly， This paper introduces two-dimensional code technology and its advantages. Finally， This paper puts forward a specific solution of the two-dimensional code technology in improving the complaint handling efficiency of group account business，By adding the QR code label of group account business，and upgrading the two-dimensional code label scanning function from single information display function to failure service function，expands the self-service channel of customer complaints，improves the accuracy of complaints and malfunction services，shortens complaint handling hours.

Key words： Group account business; QR code; Customer satisfaction; Complaint handling; Efficiency

集客业务为运营商政企重要创收业务之一，提升集客业务主动监控效率，缩短投诉故障处理时长，提升客户感知，是巩固和发展集客市场的有效手段。由于故障发生时，客户或者客户经理难以提供有效信息进行精准报障，使得运维人员故障处理非常被动，且跟客户长时间交互容易引起客户厌烦情绪，派单信息错误导致投诉故障处理时间过长，整体影响客户满意度。笔者在分析造成投诉处理时间超长原因的基础上，提出了二维码在提升集客业务投诉处理效率方面的应用，面向业务拉通“客户-业务-网络”全流程，促进前后端协同，为做强做优政企业务支撑能力提供了新思路。……