On December 29, 2023, the 2023 People's Finance Forum, hosted by People's Daily Online, was held in Beijing. At the meeting, the 20th People's Ingenuity Award was announced, and China Unicom won the "People's Ingenuity Service Award".
This year's "People's Ingenuity Award" consists of five categories: "People's Ingenuity Product Award", "People's Ingenuity Technology Award", "People's Ingenuity Service Award", "People's Ingenuity Brand Award" and "People's Ingenuity Leap Award". Among them, the "People's Ingenuity Service Award" focuses on the service cases that have performed well in the transformation and upgrading of agriculture in the service manufacturing industry or to meet the needs of residents' consumption upgrading, promote the development of specialization, innovate service models, improve service efficiency and service quality, improve service quality standards, and cross-border integration development. This is one of the important achievements of China Unicom's in-depth implementation of the spirit of the 20th National Congress of the Communist Party of China, the continuous promotion of high-quality service action plans, the solid implementation of annual service tasks, and the realization of internal operation management and external customer reputation.
Looking back on 2023, China Unicom has always insisted on doing things that benefit the people's livelihood, do things that warm the hearts of the people, and do things that conform to the will of the people.
"The people call me to do it as soon as I receive a complaint."
The implementation of the requirements of thematic education work has yielded fruitful results in serving the people
Strengthen problem-orientation, establish a vertical and horizontal collaborative problem-solving mechanism, and greatly improve customer satisfaction and problem-solving ability. China Unicom continues to promote the high-quality service action of "the people call me to do it immediately after receiving complaints", and uses the full number of customer problem work orders as the carrier to achieve real-time visibility, management and controllability of headquarters, provinces and cities, and customers can also inquire about the complaint work order process through channels such as "China Unicom customer service" WeChat *** to ensure that all appeals are settled and everything is responded to, and all customer complaints are received 100%, 100% are promoted to be resolved, and 100% customer satisfaction is evaluated. With customer satisfaction and recognition as the judging criteria, focusing on customer hot and difficult service problems, and establishing a horizontal and vertical collaborative problem solving mechanism, the customer problem response rate, resolution rate, and satisfaction rate have been greatly improved, and the customer's perception and evaluation of networks, products, services, and tariffs have been significantly improved, and China Unicom's Ministry of Industry and Information Technology will continue to rank first in the industry in terms of user satisfaction with complaints.
"Respond to calls and answers".
10010** No. 1 Solution: The promise is loud
In-depth integrated operation to create a one-stop agile service benchmark with 10010 as the hub. China Unicom has built a "1+4+31" all-factor integrated collaborative service operation system, taking the lead in the industry to achieve the best centralized operation layout, an upgraded complaint center, and four smart customer service operation centers to undertake full traffic in 31 provinces, so as to realize the benefit of technology dividends across the network, the sharing of service resources across the network, and the unification of operation quality across the network. Establish 1,398 systems, processes, and norms for integrated operations, and form service capabilities that are horizontally integrated, vertically connected, and omni-channel coordinated. In 2023, the manual connection rate will reach more than 98% in all provinces, and the satisfaction rate of problem solving will reach 981%, with a total of 1 billion+ service users. Build full-scenario technology-enabled smart service capabilities, accurately identify customer intentions, and provide multi-scenario AI intelligent self-service; The digital and intelligent transformation of the customer service representative workbench helps provide warm, accurate, convenient and professional manual services. Realize the self-help and precision of simple problems, and the ability to solve complex problems manually and expertly, and the proportion of intelligent services will reach 84 in 20237%。
"Promote the implementation of standard commitments and promote improvement through social supervision".
Innovate and carry out "China Unicom good service".Intentions for customers" window commitment activities
This activity is the first time that China Unicom has joined hands with an external unit, China Association for the Promotion of Quality, to achieve standards and word-of-mouth publicity as the goal, and to carry out window excellence selection activities from bottom to top. Since the launch of the event, nearly 200,000 front-line personnel from the five service windows of China Unicom's business hall, smart home engineers, government and enterprise account managers, 10010** and China Unicom APP have participated in the event. After the implementation of the standards and the selection of excellence throughout the year, the standard compliance rate of the five major service windows has increased by 5 compared with that before the event1pp, which has been reported in depth by Xinhua News Agency, People's Daily, People's Daily Online, Xinhuanet, People's Post and Telegraph, etc., has been comprehensively improved by the service commitment to lead customers.
Han Qiaosheng experienced services such as smart elderly assistance in the business hall of Wuhu Bay Site District of Anhui Unicom, and praised Unicom's good service.
"Do practical things and solve people's worries".
Continue to carry out the special action of "100 times more attentive and very satisfied" I do practical things for the masses
Cooperate with professional departments to implement the initiative of "benefiting people's livelihood and warming people's hearts". Focusing on the needs of the people for using the Internet, we upgraded and promoted the free speed measurement service of "Gigabit Lighting Ten Thousand Homes" and the free testing service of "Network Escort Hundred Industries", with a total of 30.72 million free speed testing services nationwide; Focusing on the use of smart terminals, we promoted the "convenient door-to-door replacement" service, and the total sales volume of the event was 490,000 orders; For the elderly, the disabled and the vast number of outdoor workers, the "public welfare to pass on love" service was upgraded and launched, and the service activities for the elderly were carried out890,000 sessions, covering more than 1.54 million people, a total of 7,643 smart elderly service experience centers and 8,753 love stations have been listed in business halls across the country.
Practice internal skills, strengthen skills, and build an image
Enhance the service awareness of all employeesForging a service-oriented corporate culture
Innovatively launched the "China Unicom 10010** Customer Service Skills Competition", with 31 provincial branches, 4 smart customer service operation centers and 10015 upgraded complaint centers across the country, a total of 1100% of 850,000** customer service representatives and complaint handlers participated. Through the way of promoting training by competition, learning by training, and learning to improve ability, the enthusiasm of the service team for "full learning, full examination, and full practice" is stimulated, and the professional quality and service skills of professional knowledge, service etiquette, and communication skills of the first service personnel are improved, and the service level of the first window is comprehensively improved.
The original intention of serving the people has not changed, and the pursuit of excellence is endless. "Attentive for customers" is the proper meaning of the implementation of "Unicom good service". China Unicom has always adhered to the people-centered development philosophy, and under the hard power guarantee of concept upgrading, system construction and technical support, it has always made the commitment of "China Unicom good service and attentive customers" loud and clear, and made the good reputation of "near and far" become a beautiful business card of China Unicom's "warm" service.
Written by: Luo Xiaona, Liu Jiaquan, Wang Huan.
Editor: Zhang Yingfeng.