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日前,中国移动位置服务基地12585呼叫中心创新话务运营模式,启动极端天气应急预案等突发事件信息服务,极大地方便用户出行。通过创建以“北京”、“上海”、“广东”三地为统领的专席化话务运营模式,12585呼叫中心将31个省区市划分为三大专席,一线人员可以结合地域特色、用户的语言习惯及咨询特点为用户提供本地化的出行问路服务。同时,12585以专席化话务运营为基点,创建了网格化的信息运营模式,将各专席的一线人员按需匹配至各个省区市,在提供话务服务的基础上,结合区域用户的服务需求,主动开展突发事件、公交、长途客车、POI信息点的采集与运营,丰富服务内涵,实现线上服务与线
Recently, China Mobile Location Service Base 12585 call center innovative traffic operation mode, start emergency weather emergency plan and other emergency information services, greatly facilitate the user travel. Through the establishment of “BeiJing”, “Shanghai” and “Guangdong”, the 12585 Call Center divides the 31 provinces, autonomous regions and municipalities into three special seats and front-line personnel Can be combined with regional characteristics, the user’s language habits and consulting features to provide users with the localization of travel services. In the meantime, based on the special post traffic operation, 12585 has created a gridded information operation mode, matching frontline personnel of each special seat to all provinces, autonomous regions and municipalities on the basis of providing traffic service and combining with regional Service needs of users, take the initiative to carry out emergency, bus, coach and POI information collection and operation of points, enrich the service connotation, to achieve online services and lines