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零点公共呼叫中心和CC-CMM国际标准认证机构联合发布第二次公服热线季度监测报告。报告显示,第一季度12333社保热线总体服务水平不及公服热线总体,一次性拨通热线占比不足六成,热线达标率仅为14.3%。本次监测热线共计317条,其中,12333社保热线共有21条。达标热线不足一成半热线拨号成功率为拨号三次中至少接通一次的热线占比。2012年第一季度12333社保热线拨号成功率为81.0%,较公服热线总体低12.7个百分点。在被监测的21条社保热线中,北
Zero Public Call Center and CC-CMM international standards certification body jointly issued the second quarter hotline quarterly monitoring hotline. The report shows that in the first quarter, the overall service level of social security hotline 12333 is less than the overall number of public service hotlines, with the one-off dial-in hotline accounting for less than 60% and the hotline compliance rate being only 14.3%. The monitoring hotline total 317, of which, 12333 social security hotline has a total of 21. The success rate of less than 10% hotline dial-up hotline is the proportion of hotline connected at least once in three dial-in times. In the first quarter of 2012, the success rate of 12333 social security hotline dialing was 81.0%, which was 12.7% lower than that of the public service hotline. In the monitored 21 social security hotline, North