担保网追回资金

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          担保网追回资金

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          重庆公司强化客户投诉处理规范管理
          马文凯 曾思维 2021-08-20 人民邮电报

          为规范重庆市电信客户投诉处理和管理工作,管控服务风险,维护客户合法权益,近日,担保网追回资金重庆公司制定《担保网追回资金重庆公司全业务投诉管理办法(2021版)》(以下简称《办法》),进一步加强投诉处理规范化建设,提升公司整体服务水平。

          完善管理体系,发挥联动职能。《办法》明确各类投诉分类界定,细化各类投诉处理工作场景技能要求,落实重庆电信和各分公司两级各部门投诉管控及处理职责,强调分公司客户服务中心是本地投诉管理和服务监督的统筹部门,各部门、各支局在分公司客户服务中心的统筹调度下,开展责任范围内相关投申诉处理,针对投申诉反馈的共性问题、焦点难点问题,定期分析、制定改进措施并推进落实,不断提升客户感知。

          规范处理流程,强化前置预防。《办法》理顺投诉处理五个基本环节,包括投诉受理、投诉处理、投诉回复、投诉回访、投诉认责,对各个环节响应时长、处理时限、退费及补偿原则、回复查证要求等作出了详细规定。同时,进一步强化投诉预防工作,从事后“灭火”向事前“治病”转变,从事前的服务前置、事后的溯源促改和投诉处理能力前置多方面入手,实现源头管控,规避不必要投诉。

          加强数据挖掘,提升风险应对能力。强化对用户投诉数据分析应用,利用大数据、AI等手段,实现从数据分析中洞察客户痛点、定位服务短板。从客户投诉受理、互联网舆情监控、客户接触点信息反馈等方面综合分析判断,及时识别潜在的群体投诉风险或会引发较大舆情的投诉风险,第一时间根据风险级别进行预警调度,快速处理、有效控制,避免负面影响扩大。

          严格投诉数据管理,保障用户权益。明确投诉数据质量和信息管理要求,提升投诉工单分类的准确性,定期对客户投诉信息进行备份、保存,完善投诉处理中对用户个人信息保护的规定,合法、合规使用数据,切实保护用户信息安全,保障投诉客户的合法权益。