广东移动通信客户服务省中心项目建议书
广东移动通信客户服务省中心
项目建议书
广州市xx计算有限公司二零零零年五月
第 1 页
广东移动通信客户服务省中心项目建议书
目 录
第1章、 系统结构 ······················································································································································· 5 1.1、 业务组织结构 ·········································································································································· 6
1.1.1、 省服务质量监督检查及国际漫游服务中心 ················································· 错误！未定义书签。 1.2、 系统网络结构 ·········································································································································· 7 1.2.1、 省服务质量监督检查及国际漫游服务中心 ················································· 错误！未定义书签。 第2章、 系统功能 ······················································································································································· 8 2.1、 总体要求 ·················································································································································· 8 2.2、 省服务质量监督检查及国际漫游服务中心 ························································ 错误！未定义书签。 2.2.1、 数据处理 ········································································································································ 10 2.2.2、 统计分析 ········································································································································ 11 2.2.3、 资料查询 ········································································································································ 11 2.2.4、 服务监督 ········································································································································ 11 2.2.5、 国内漫游服务 ································································································································ 11 2.2.6、 国际漫游服务 ································································································································ 11 2.2.7、 用户调查 ········································································································································ 12 2.2.8、 数据传输 ········································································································································ 12 2.2.9、 智能排队机集中监视问问 ············································································································ 12 2.2.10、 远程质检 ······································································································································ 12 第3章、 系统硬件设备要求 ···································································································································· 12 3.1、 省质量监督检查及国际漫游服务中心 ································································································ 12 3.1.1、 总体要求 ········································································································································ 12 3.1.2、 数据库服务器 ································································································································ 14 3.1.3、 通信服务器 ···································································································································· 14 3.1.4、 Web服务器 ····································································································································· 14 3.1.5、 防火墙 ············································································································································ 14 3.1.6、 其他相关设备 ································································································································ 15 3.2、 省中心模块划分 ···································································································································· 16 3.2.1、 数据传输处理模块 ························································································································ 16 3.2.2、 数据统计分析模块 ························································································································ 16 3.2.3、 质量监督检查模块 ························································································································ 17 3.2.4、 国际漫游受理模块 ························································································································ 17 3.2.5、 智能排队机及话务集中监视模块 ································································································· 18 3.3、 接口规范 ················································································································································ 18 3.3.1、 省中心系统与部中心系统的接口 ································································································· 18 3.3.2、 地市客服系统与省中心系统的接口 ····························································································· 19 第4章、 系统性能要求 ············································································································································· 21 4.1、 系统性能要求计算 ································································································································ 21 4.1.1、 呼叫量分析 ···································································································································· 21 4.1.2、 座席中继配置 ································································································································ 21 第5章、 系统管理要求 ············································································································································· 21 5.1、 操作维护与监控管理 ···························································································································· 22 5.1.1、 系统监控管理 ································································································································ 22 第6章、 移动客户服务中心报表 ···························································································································· 23
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广东移动通信客户服务省中心项目建议书
6.1、 数据资料被访次数统计表 ···················································································································· 23 6.2、 质管员听录音情况统计表 ···················································································································· 24 6.3、 按日统计全台话务量报表 ···················································································································· 24 6.4、 按时间段统计全台话务量的报表 ········································································································ 25 6.5、 客户服务中心投诉情况按投诉业务分类统计表 ················································································ 26 6.6、 客户服务中心投诉情况按投诉业务分类统计表（简表） ································································ 27 6.7、 客户服务中心投诉情况按投诉单位分类统计表 ················································································ 27 6.8、 投诉情况按责任单位和投诉业务分类统计表 ···················································································· 29 6.9、 投诉情况按投诉方式分类统计表 ········································································································ 30 6.10、 客户服务中心业务受理分类统计表 ·································································································· 31 6.11、 各项业务资费情况统计表 ·················································································································· 32 6.12、 话费清单传真情况明细单 ·················································································································· 33 6.13、 特服功能咨询情况统计报表 ·············································································································· 33 6.14、 漫游功能咨询情况统计报表 ·············································································································· 34 6.15、 托收咨询情况统计报表 ······················································································································ 35 6.16、 客户服务中心员工话务量表 ·············································································································· 35 6.17、 客户服务中心员工签入签出统计表 ·································································································· 36 6.18、 客户服务中心员工休息情况统计表 ·································································································· 36 6.19、 综合支持组（数据验证）员工工作量统计表 ·················································································· 37 6.20、 按日统计客户服务中心派单情况统计表 ·························································································· 38 6.21、 按月统计客户服务中心派单情况统计表 ·························································································· 39 6.22、 前台员工质量检查填报格式（人工填写，系统提供输入界面） ·················································· 39 6.23、 客户服务中心业务量统计表（按月） ······························································································ 40 6.24、 HLR访问情况详单 ······························································································································ 41
第7章、 INTERNET客户服务中心的建设 ················································································································ 42
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广东移动通信客户服务省中心项目建议书
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第1章、概述
近年来，随着移动通信的迅猛发展，给用户带来了通信的方便，也对移动通信的服务质量有了更高的要求。为提高移动通信服务和业务管理水平，树立移动通信企业良好的服务形象。今年，广东省正建立全省的移动通信客户服务中心系统，为明年的客户服务年作准备，各个地市的客服中心的建设正顺利地进行，省中心的建设迫在眉睫。
省移动局客户服务监督中心设置在省移动局，在行政和业务上由省移动局领导。其主要职能是管理全省客户服务中心网络，对下属的各个地市客户服务中心的监督和管理，同时接受省际、国际漫游服务业务。省中心在业务、技术上受部移动局全国服务质量监督检查中心指导、支持，不直接参与客户服务的处理。主要功能有：
? 负责对各地市分公司客户服务质量进行监督和考核；
? 处理各地市客户服务中心无法解决的有关省际、国际漫游业务的咨询、投诉等问题；受理本省各地市上传和外省经全国中心下传或客户直接投诉的漫游类及漫游计费类申告业务。
? 定义并接受全省各地市客服中心上传的各种业务数据，进行综合分析、查询统计等处理，在此基础上，为经营决策提供依据。
? 省中心也应从服务意识、经验交流、技术交流等方面有目的的对各地客户服务中心有关人员进行指导培训。
省中心的建设采用独立中心模式，中心机构（人员和设备）独立，直属省移动局。
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