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1背景概述被广大客户所熟知的“95598供电服务热线”自推出以来,通过提供受理故障报修、咨询、投诉、停电信息发布等业务,受到了众多用电客户的好评。但由于县级供电企业内部业务分块、调度机制不健全、支持协调手段薄弱等问题的制约,用电高峰时段95598热线打不进、不能及时答复或解决客户需求等现象时有发生,给国家电网公司“你用电、我用心”服务品牌的推广带来较大影响。
1 Background Overview The “95598 Power Supply Hotline”, which is widely known by the majority of customers, has been praised by many power customers since it was introduced to provide services such as fault repair, consultation, complaint and power outage information release. However, due to the internal power supply enterprises at the county level block, the scheduling mechanism is not perfect, weak coordination and support issues such as restrictions on peak hours 95598 hotline can not get in, can not be promptly answered or solve customer needs and other phenomena have occurred to the country Power Grid Company “Your electricity, I intentions ” service brand promotion have a greater impact.