摘要
随着社会经济的不断发展,政府各职能部门设立了为社会服务的热线电话,让企业或个人能方便地找到解决问题的窗口。但鉴于热线服务水平参差不齐,2017年出台的《政府热线服务规范》对政务服务水平提出了更高的要求,这就需要从呼叫中心的人员规模、技术层面、管理层面等多个方面进行分析,提出为满足《政府热线服务规范》的高标准要求的解决方案。
With the continuous development of the national economy, government agencies have set up hotlines for social services, so that enterprises or individuals can easily find a window to solve problems. To address the uneven hotline service level, our government formulated Standards for Government Hotline Service in 2017, which puts forward higher demand on government service. Thus, we need to conduct in-depth analyses on many aspects including staff scale, technology and management of the call center, so as to find solutions to meet the high demand of the Standards.
作者
谢文
胡伟
XIE Wen;HU Wei(China E-Port Data Centre,Beijing 100088)
出处
《中国口岸科学技术》
2020年第11期73-80,共8页
China Port Science and Technology
关键词
人工热线接通率
坐席规模
答复准确率
现场管理
manual hotline access rate
the call center staff scale
reply accuracy
field management
