Method for increasing one-call exception resolution rate of agent application system

Abstract

The invention relates to a method for increasing the one-call exception resolution rate of an agent application system. The method comprises the following steps that: (1) service counter service handling personnel answers an agent repair call; (2) the service handling personnel checks data automatically acquired by a system in an agent desktop exception repair tool and a conclusion analyzed automatically by means of database service processing; (3) a judgment on whether an exception type can be determined or not according to the data and the automatically-analyzed conclusion is made; (4) if the exception type cannot be determined, on-site operation and maintenance personnel is assigned to check and handle on an exception site; (5) if the exception type can be determined, the service handling personnel remotely issues an instruction; (6) if the agent cannot understand the instruction, the on-site operation and maintenance personnel is assigned to the exception site; and (7) if the agent can resolve an exception under the remote guidance of the service handling personnel, one-call successful repair resolution is realized. Through adoption of the method, rapid location and accurate description are realized; exceptional site information is kept immediately and comprehensively; and the one-call repair success rate is increased from 41.37 percent to 95.23 percent.

Description

technical field [0001] The invention belongs to the technical field of customer service centers, in particular to a method for improving the one-time resolution rate of an abnormality of a seat application system. Background technique [0002] All walks of life in today's society have their own customer service centers. For large-scale call centers, they are even responsible for accepting service requests from nearly one billion customers across the country. Under special circumstances, nearly a thousand agents go online at the same time. The current call centers all rely on the information application system, and the agents transmit and complete the customer's service requirements through the operation of the application system. There will inevitably be abnormalities in the operation of the system. Therefore, it is very important to ensure that customers across the country can smoothly contact the customer service center through telephone, Internet and other multimedia mean...

AI Technical Summary

Problems solved by technology

[0003] In this way of business operation, once a large-scale system abnormality occurs, the on-site traffic cannot operate normally, the system operation and maintenance manpower is tight, the service cannot be provided in time, and the impact of the abnormality is difficult to comprehensively, quickly and accurately count and other chain problems will immediately emerge. , the one-time solution rate cannot be guaranteed

The resolution rate of a repair report is only about 40%, which brings great difficulties to the customer service center to provide high-quality services

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