95598服务热线渠道呼入流量分析及引导.docVIP

95598服务热线渠道呼入流量分析及引导 　　【摘要】 从现状来看，传统的电力95598服务热线仍然就是我局现有服务渠道中最重要的服务方式，话务量居高不下，导致呼损率过大，供电企业运营成本高，这些话务量中有七层左右属于咨询类的话务量，这其中又有三分之一的话务量跟量价费有关。为了缓解95598服务热线的服务压力，提高用户的满意度，需要拓展其他渠道（例如：互联网，包括移动互联网）给用户提供主动的服务。为了预估拓展其他渠道的效果，研究现阶段，客户年龄层次与拨打95598服务热线电话咨询量价费信息之间的关系，采用概率论与数理统计的方法，发现现阶段客户年龄层次与通过客服电话获取量价费信息之间不存在显著的影响.并没有呈现出年龄层次大的客户更愿意通过95598的服务热线获取用电的量价费信息，说明完全可以通过营销的手段来引导用户通过互联网（包含移动互联网）渠道来自助性的获取用电的相关服务信息. 　　【关键词】 因素 水平 统计量 方差分析表 年龄层次 话务量 　　Analysis and guidance of 95598 service hotline incoming traffic 　　YANG Jie1?@ YANG Hong1?@DUAN Mingming1?@ LV Dongjun2（1.Kunming Power Supply Bureau?@ Yunnan Power Grid Coporation?@ Kunming?@ Yunnan 650011?@ China； 　　2. Yunnan Yundian Tongfang Techonolgy Co，.Ltd.?@ Kunming?@ Yunnan 650011?@ China） 　　abstract： From the current situation， The traditional power 95598 service hotline is still the most importantservice mode of our power supply bureau. Traffic volume stay in a high position without going down， lead toexcessive call loss rate and high operating costs of enterprises， consulting class traffic accounted for 70%， This has 1/3 of the traffic with the volume and price of the relevant. To ease the pressure on the service of the 95598 service hotline and improve user satisfaction， need to develop other channels（such as the Internet， including mobile Internet） to provide users with active service. In order to predict the development of other channels， research on the relationship between the levels of age and the choice of using 95598 service hotline to consult volume and price information at the present stage ， using the method of probability theory and mathematical statistics， no significant relationship was found between them at the present stage. It does not show a large age of customers are more willing to use 95598 of the service hotline to consult volume and price information， it can completely lead the users through the means of marketingInternet to use the Internet channel （including mobile Internet） Through the way of self-