Network Management Center Broadband Expert Agent Work Report

Dear management:

On behalf of the broadband expert seat, I will report to the leadership on the work of the team in 2019, and make suggestions for future work, and ask the leaders to provide their opinions.

I. Review of work in 2019

In 2019, our agents paid a lot of effort. With the support and help of the leaders, the members of the team carefully handled the broadband fault report, tried their best to develop marketing tasks, worked hard, actively responded to the complex and ever-changing customer service environment, and worked hard to overcome various difficulties in the work and made good progress. .

The staff is strong and well-structured. At present, in addition to the familiarity of the four marketing centers, there are also the squad leader and 10060 staff from the front desk, which can not only handle the customer's broadband line failure, but also handle the customer account and billing reports. . At present, the four marketing centers have also fixed the personnel, basically all of the newly recruited undergraduate students, no longer frequently replaced. This brings unprecedented stability and fresh vitality to the broadband expert seats. They are active, hard-working, active, and disciplined. They are powerful supporting forces.

Improve and strengthen labor discipline. Due to the frequent calls of broadband expert seats, if the seats are absent or absent, the call will be unanswered, causing dissatisfaction with the maintenance personnel and the customers inside and outside the company. Therefore, the duty of the agent is very important. Therefore, strict labor discipline has been implemented in broadband expert seats. And everyone is also consciously obeying labor discipline. I declare that if someone calls and finds no one to answer, just tell me, I must seriously confirm the actual situation and make a serious deal. There are also bans on occasional smoking and snacking in the seats.

The work order is getting better. 10060 requirements: name on all work orders. In order to confirm the responsibility. And register the "Service Appointment Book" in detail. I declare to the public: If someone finds that there is a problem with the processing of a work order, as long as I report the number of the work order, I must seriously confirm the actual situation, and make a serious deal, and notify the other party to deal with the situation. As the company authorizes broadband expert seats to handle more work, the role of broadband expert seats is growing.

The agent not only handles 10060 work orders, but also handles huge phone calls. At present, the unpacking and password modification of the city's pppoe account are performed in broadband seats. At the same time, as the seat phone is widely known, the number of calls to the agent is much larger than the number of work orders, and more and more.

Gradually improve the account management system. As broadband speaker seats become more powerful, more and more accounts are available. Such as: Lianchuang, Runhui, integrated marketing, billing, broadband business, 10060 related work number, etc., carried out serious management, responsibility to people. Prevent unauthorized operations.

Establish a newsletter service model. Sometimes, in order to explain to a user a web address or a computer operation method, it is necessary to talk to the customer for a long time before the customer can understand. In order to facilitate work and improve efficiency, I applied to the company for a broadband business number. In this way, we use a large number of SMS services at work, using the URLs and speed measurement methods commonly used by customers, and the method of downloading the client, with a number of SMS messages sent to the customer's mobile phone and PHS with the consent of the customer. Greatly improved work efficiency and achieved good work results.

Continuously update and improve the content of web services. I built my own blog on Sina.com. In my blog, I built a broadband troubleshooting column. After detailed troubleshooting of various failure cases, the customer and company details are hidden and published online. And in the usual communication with colleagues, customers, and netizens, including Internet common sense, online wonderful application, Netcom customer service system contact information and so on. And in the usual way to send the URL to the broadband customer in the form of a newsletter.

Second, the future work prospects

At present, the company has deployed a new computer and a combination cabinet for the seats, and two seats provide services. Now that you have applied for a voice card, in order to achieve the "online real-time service" of the two agents required by the provincial company, you can directly accept the customer's telephone application at any time.

Improve the fault filtering rate and time rate. This is the root of the broadband seat. All of our work will be centered around these two core indicators.

Continue to do our best to develop marketing tasks.

Try to establish an "advanced learning group" inside the agent, and organize comrades with potential for development to study network application and broadband fault processing in depth, and strive to form research results.

Develop a new attendance and work order assessment system. I am currently working on a program that can access the 10060 customer system database, recall the details of the historical work order, and carefully evaluate the time rate, filter rate, and number of work orders handled by the agent staff, and process the work order. The details of the inspection. Encourage staff to write detailed troubleshooting steps in the work order, and actively write a summary of broadband fault handling cases.

Try to build a broadband customer database. Establish a customer mobile contact phone group to send bulk newsletters, develop tasks, deliver new business introductions, and transmit broadband system cutover notifications. Establish a customer online email center, set up a group of customer emails, and send emails related to the related Netcom business and troubleshooting methods. The broadband fault reporting client is filed, and the fault condition, current line environmental condition, customer computer familiarity, address, various contact numbers, fault handling details and details are registered in detail.

If possible, try to create an “Online Broadband Customer Community” and organize some community activities such as birthday parties, game teams, and spontaneous outings. Of course this is very difficult.