手机欠费用户自助缴费方案设计与应用

Design and Application of Self-service Payment Solution for Mobile Phone Arrears Users

为避免手机欠费停机给用户带来不便,提升用户体验,减少用户离网风险,同时降低实体营业厅的运营压力和成本,湖南电信针对如何构建手机欠费用户自助缴费的绿色通道(简称手机绿通)进行了研究,设计了一套创新方案,在无须增设新设备的前提下,解决了4G网络下绿通流程中多个核心问题,并通过不断的迭代优化证明该业务系统取得了显著的成效,实现了服务资源的合理配置及客户价值与服务成本的匹配,为企业树立了良好的口碑,大大提升了企业的竞争力,被集团采纳在全国推广。

In order to avoid inconvenience caused by mobile phone unpaid shutdown,improve user experience,reduce the risk of users leaving the network,and reduce the operational pressure and cost of physical business halls,Hunan Telecom has conducted research on how to build a green channel for mobile phone arrears users to self-service payment(referred to as mobile phone green channel).It designs an innovative solution,and solves multiple core problems in the green channel process under 4G networks without the need for new devices.Through continuous iteration and optimization,it has been proven that the business system has achieved significant results,achieved reasonable allocation of service resources and matching customer value with service costs,established a good reputation for the enterprise,greatly improved its competitiveness,and is adopted and promoted by the group nationwide.