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Method for reducing complaint rate of service quality based on voice reply system

A technology of service quality and complaint rate, applied in the direction of subscriber special services, electrical components, automatic exchange offices, etc., can solve problems such as inconsistent information on arrears and power outages for single households, high work pressure on returners, and complaints about service quality, and achieve improved The effect of high-quality service level, reduction of complaint work orders, and reduction of labor intensity

Inactive Publication Date: 2017-03-22
STATE GRID JIBEI ELECTRIC POWER CO LTD TANGSHAN POWER SUPPLY CO +1
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Problems solved by technology

For the emergency repair work order caused by a single household's arrears of power outages, due to the inconsistency between the State Grid South Branch Center and the State Grid Power Supply Company's information on single household arrears of power outages, it is easy to cause misunderstandings by users, resulting in complaints about service quality, which makes the order return personnel work high pressure

Method used

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  • Method for reducing complaint rate of service quality based on voice reply system
  • Method for reducing complaint rate of service quality based on voice reply system

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specific Embodiment approach

[0031] 1. For the emergency repair work order of a single household power outage, the staff must promptly and accurately verify whether it is an arrears power outage user. ① For users who owe power outages, the staff will use the voice response system for power outages due to arrears to notify users, and complete the corresponding repair work orders of the SG186 system. ② For non-payment outage users, the staff will manually contact the user, guide the user to check by phone, and judge whether the emergency repair personnel is on the scene according to the actual situation; the whole process of the call is recorded.

[0032] 2. When the staff manually contact the user, they should pay attention to the communication voice and tone, communicate patiently and meticulously with the user, and give guidance by phone to reduce the work pressure of the emergency repair personnel.

[0033] 3. The staff should promptly find out that the voice response system for arrears and power outage...

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Abstract

The invention relates to a method for reducing a complaint rate of service quality based on a voice reply system, and belongs to the technical field of electric power services. The technical scheme is as follows: establishing an arrear blackout user database; automatically recording blackout repair user information of a single user, and judging whether the user is an arrear blackout user; if determining the single user suffering blackout is determined as the arrear blackout user, calling the arrear blackout user by the system; and after the system successfully calls the arrear blackout user, automatically playing recorded related voice to notify the arrear blackout user of the blackout reason in voice, and sending a short message, and then the work order is terminated. The method provided by the invention has the beneficial effects that an automatic arrear blackout voice reply system is established for the use of receipt personnel so as to improve the high-quality service level; and no manual reply is required, thereby relieving the labor intensity of the receipt personnel, improving the working efficiency and effectively reducing the generation of complaint work orders.

Description

technical field [0001] The invention relates to a method for reducing service quality complaint rate based on a voice reply system, and belongs to the technical field of electric power services. Background technique [0002] Since June 2014, when 95598’s entire business was centralized and assigned to the South Branch Center of the State Grid, the State Grid Power Supply Company has added single-household, one-meter power restoration and replacement of low-voltage meter accidents. On-site research and judgment and processing work shall be undertaken by him. For the emergency repair work order caused by a single household's arrears of power outages, due to the inconsistency between the State Grid South Branch Center and the State Grid Power Supply Company's information on single household arrears of power outages, it is easy to cause misunderstandings by users, resulting in complaints about service quality, which makes the order return personnel work high pressure. Complain...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/527H04W4/14
CPCH04M3/5141H04M3/527H04W4/14
Inventor 张宏磊杨涛邢东宇张智焜王恩成宁一鸣
Owner STATE GRID JIBEI ELECTRIC POWER CO LTD TANGSHAN POWER SUPPLY CO
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