作　　者： (林溪桥）; (严旭）; (黄蔚）;

机构地区： 广西电网有限责任公司电力科学研究院,广西南宁530023

出　　处： 《广西电力》 2017年第4期10-12,30,共4页

摘　　要： 为了提升95598客户服务水平,提高工单传递效率,提出了一种简化工单分类的方法。首先分析了工单出现的规律,然后利用主成分分析法对具体工单内容与时间维度的关系进行分析。研究结果表明,多种类型的工单数量与时间有着明显关联,特别是停复电等诉求在月末阶段明显增加。建议将"低压停电"、"一般性工单"等月末高发的工单类型进行合并,以减轻客服人员的工作压力。 In order to improve the customer service level of 95598 and efficiency of work order delivery, a simplified classification method of worksheet is proposed. Firstly, regulations of occurrence of work order are analyzed, and then relations between contents and time dimensions of specific work orders are analyzed by using principal component analysis method. Study results show that quantity and time of multiple types of work orders have obvious relations especially markedly increasing demands of power off and supply etc. at the end month. It is suggested that work order types of high frequent occurrence at the end of the month be merged such as ＂low voltage power off＂ and ＂general work order＂ and so on to relieve work stress of customer service staff.

关 键 词： 客服服务工单 主成分分析法 分类优化