中彩彩票

95598日呼入量今年首次突破70萬通

發布日期: 2017-07-19

        7月14日,從國家電網公司客戶服務中心獲悉,受全國21個省(市、自治區)高溫等惡劣天氣影響,7月13日,95598電話日呼入量突破70萬通,同比上升57.34%,創年內新高,接近2016年7月25日創下的單日呼入量最高值84.16萬通,人工服務請求量達395060通,人工服務接聽量達356692通,其中南方分中心人工服務請求量20.82萬通,突破歷史最高值(19.66萬通)。各項關鍵指標均在運營合理范圍,整體運營有條不紊。

  面對嚴峻的話務壓力,國網客服中心多次啟動話務三級應急,充分發揮監控(應急指揮)中心的“指揮棒”作用,實時監測全網各地區話務情況,統籌協調保障接聽力量,安排園區應急備班人員等參與應急,實時保持與各省公司的溝通聯系。該中心今年首次在本部層面集中開展運營調控工作,建立“中心—客服部”二級運營調控體系,依托“95598全景監測大屏系統”和“95598智能調控系統”等先進技術手段,實現了跨業務、跨層級的集約化科學規范運營以及智能化全流程管控,確保各類資源有力、有效調配。

  國網客服中心南(北)分中心動態優化話務排班,針對迎峰度夏期間早峰提前、晚峰延遲、突發惡劣天氣較多等話務特點,統一了早峰、晚峰等關鍵時間段排班要求,確保話務接續;優化應急備班策略,在各客服部原有備班的基礎上建立了突發性大話務的應急梯隊和可預見的大話務排班調整機制,增加現場應急資源儲備。

  據悉,自今年6月下旬以來,95598話務量持續高位運行且呈逐日上揚趨勢。從7月10起,95598呼入量連續4天超過54萬通,預計未來還將不斷刷新紀錄。 

        信息來源:國家電網公司西北分部

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