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有这样一个团队,他们把青春献给了平凡的工作,只为成就万千客户的沟通梦想,他们就是运营支撑人!运营支撑室作为云南移动信息技术中心的内设科室,肩负着全省计费、结算、营业、账务、经营分析、客服等业务运营支撑系统的生产运营和专业管理的责任。云南公司信息技术中心运营支撑室全体员工坚持“以客户为根、服务为本”。尤其是自2010年开展“满意100”活动和“我服务,我快乐”活动以来,运营支撑室强化服务意识,聚焦内外客户感知,完善运营管理制度和流程,精细运维管理工作,建立了支撑系统的SLA体系。主动服务一线,每周到营业厅、热线中心等一线单位现场支持服务,定期到各市县分公司支撑调研,积极为业务部门提出支撑建议。执行支撑服务承诺机制,积极响应支撑业务需求,有力地支撑了公司业务发展。2010年支撑内部客户满意度提升幅度全国第一;支撑系统有责投诉同比下降65.28%,处理满意率达99.57%以上。
There is such a team, they dedicated their youth to ordinary work, dreams of communication for the achievement of thousands of customers, they are the operational support! Operating support room as Yunnan Mobile Information Technology Center’s internal departments, shoulder the province’s total plan Fees, billing, business, accounting, business analysis, customer service and other business operations support system production and operation and professional management responsibilities. Yunnan company information technology center operations support room all staff adhere to the “customer-based, service-oriented.” Especially since the launch of “Satisfaction 100” activity and “I serve, I am happy” activity since 2010, the operation support room strengthens the service awareness, focuses on the perceptions of internal and external customers, improves the operation management system and process, and manages the fine operation and maintenance , Established a support system SLA system. Active service frontline, weekly to the business hall, hotline centers and other front-line unit on-site support services, regular branches and cities to support research, actively for the business sector to make suggestions for support. The Company implemented the commitment mechanism of supporting services and responded positively to the demand of supporting the business, which effectively supported the development of the Company’s business. Support internal customer satisfaction in 2010 to enhance the degree of the first in the country; support system is responsible for complaints fell 65.28%, handling satisfaction rate of 99.57%.