Zhengzhou Mobile push complaints processing grade certification system

Multi-module Upgrade service management level NA recently, Zhengzhou Mobile innovation implementation of the "Complaints processing level certification system", through the "skill standard", "Certification Assessment", "post management" modules, multi-channel, all-round improve the level of complaints processing staff. First, through the level of certification system to establish "certification-training-certification" care long-term management mechanism. The Grade Attestation system first carries on the comprehensive appraisal to the complaint processing personnel's work position and the post application ability, thus provides the effective basis for the branch to carry on the business instruction and the training, and after the training attestation establishes the care long-term management mechanism, has played the obvious promotion function to the business personnel ability development. Second, through the level of certification system certification, set up to urge staff to continue to learn, improve business ability of long-term incentive mechanism. The implementation of the level certification system to measure the personal ability of employees to quantify the standards, and by applying the certification level results to day-to-day performance management, directly affect the staff's work performance assessment, thus effectively motivating the staff's enthusiasm for learning. Third, through the certification system in the establishment of a corresponding level of certification, to establish a talent, people post suitable post exchange mechanism.　　The system will be the department position on the complaint handling personnel individual ability of the requirements of the corresponding to the level of certification, according to the status of the establishment of certification level, so that have different skills level of complaints processing personnel, configuration to different jobs, really set up the position of the use of communication mechanism. It is reported that after the implementation of the complaints processing level certification system, Zhengzhou mobile complaints processing level has been greatly improved, customer awareness significantly increased.