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现行的长活通信质量三个指标是:有效接通率、逾限率、退号率(以下简称“三率”)。这些质量指标的统计方法,是按照全电路业务量进行统计的。用这种方法计算出的质量指标,对于考核全电路和双方话务员共同的通信质量是可行的。但是,如用来考核话务员个人或某一端的通信质量,问题还是不少的:①责任不清,不能具体考核某一端话务员的通信质量。当全电路质量下降时无法分清每一方的具体责任,当质量提高时也无法衡量双方的具体成绩。②不符合长话交换处理的接续特点,没有把指标的考核放在接续中的关键环节,影响长话接续处理渠道的畅通。③是当前在长话接续中滋长重去轻来思想的重要原因之一。由于这些问题的存在,削弱了质量指标在通信管理中的作用。怎样才能克服上述弊端,推行有效的质量管理呢?我以为,用“来话三率”指标考核话务员的通信质量最为恰当。
The current long live communication quality indicators are: effective access rate, over the rate, refund rate (hereinafter referred to as “three rates”). The statistical methods of these quality indicators are based on the statistics of the whole circuit traffic volume. The quality index calculated by this method is feasible for examining the common communication quality of the whole circuit and the two operators. However, if it is used to evaluate the communication quality of the operator or one end, there are still many problems: ① The responsibilities are unclear, and the communication quality at one operator can not be specifically evaluated. When the quality of the whole circuit is declining, it is impossible to distinguish the specific responsibilities of each party, and when the quality is improved, the concrete achievements of both parties can not be measured. ② does not meet the long-distance exchange of treatment of the follow-up features, there is no indicator of the assessment on the key link in the succession, affecting long-distance continued access to the smooth flow of channels. ③ It is one of the important reasons for the current thoughts of rejuvenation and rejuvenation in long-distance talks. As a result of these problems, the role of quality indicators in communication management has been weakened. How can we overcome the above shortcomings and promote effective quality management? I think it is most appropriate to use the “three words coming and going” indicator to check the operator’s communication quality.