摘要
在地市公司95598建设中,如何涵盖县级供电公司服务范围是一个比较复杂的问题。原国电公司的建设规范也没有确定具体的方式,仅提出了3种解决方案。结合西安供电公司的实际情况,提出了充分利用数据网络的远端IP座席方案。方案在缓解中心服务压力的同时,充分发挥了供电服务基层单位的作用,第一时间响应用户的服务请求,从而利用95598系统带动整个西安(及所辖县)的供电客户服务。
On the development of the '95598' customer service system of power supply bureau,how to cover the service range of the country Power Supply Company is a complicated problem. The construction specification made by State Grid Cor poration of China still doesn't include specific ways,also only gives three solu tions. According to the real situation of Xi'an Power Supply Bureau, this paper work out remote IP agents that can make the best usage of The Data Network. Whil e reducing the tension of the Call Center, this solution also bring the branches into play to respond the service request of customers at the first time,and use the 95598 system to push the Xi'an area (including the countries) power supply service to a new level.
出处
《电力需求侧管理》
2004年第5期55-57,共3页
Power Demand Side Management
关键词
客户服务
远端座席
IP
优化方案
Customer service
Remote agent
IP
Optimization project
