基于广义热点投诉基站的投诉量压减方法

Complaint reduction method based on generalized hot spot complaint base station

面对广义投诉无法有效的和网络指标相联系的情况,本文制定了广义热点投诉基站的投诉量压减方法,通过识别用户居住地和工作地驻留小区,制定热点投诉基站的判定标准,开发智能化方案输出工具以及设计“红橙黄蓝”机制等方法极大地提高了投诉处理效率和投诉处理准确度,减少处理投诉人员的处理成本,取得了良好的经济效益。

In the face of the situation that generalized complaints can not be effectively associated with network indicators,this paper develops a method to reduce the number of complaints of generalized hot complaint base stations.By identifying the residence and work place of users,formulating the judgment standard of hot complaint base stations,developing intelligent scheme output tools and designing"red orange yellow blue"mechanism,the effi ciency and effi ciency of complaint handling are greatly improved.The accuracy of handling complaints,reduce the cost of handling complaints,and achieved good economic benefi ts.