Service Control

Service process control

• User request response stage

  Response within 10 seconds
  Zero waiting
  Standard service terms
  Busy transfer
  Confirm user identity
  Understand user requirements

• User fault identification stage

  Create service ticket
  Guide user to describe fault
  Standard service terms
  Generally determine the cause
  of fault
  Detect user network fault

• User fault handling stage

  Search knowledge base
  Determine fault handling ideas
  Introduce fault handling solutions
  Standard service terms
  Repair the network
  Communicate with customer about
  dangerous operations

• User service confirmation stage

  Confirm fault handling results
  Guide user evaluation
  Confirm that user has no
  other requirements
  Complete and close service ticket

Service quality control

• Response time less than 10s

• Service waiting time 0s

• Average service time
  less than 20 minutes

• Problem resolution rate
  more than 90%

• Customer satisfaction
  more than 4.9 points