Recently, Porient and State Grid of Baiyin have reached a cooperation agreement to deploy high-quality voice tracking system and several intelligent recording communication terminals for use in external service positions such as distribution network dispatch departments, grassroots power supply stations, emergency repair duty rooms, and business halls.

Before the deployment, external service positions of the distribution network dispatch and power supply stations under the jurisdiction of State Grid of Baiyin generally used program-controlled switches and ordinary recording telephones for recording management. This method of recording retrieval was cumbersome, complex in function, and difficult to configure, with relatively high costs. In order to enhance the ability of external recording management, it conducted research and found that voice recording system has more flexible configuration and lower cost, and the recording retrieval is very simple, which is very suitable for external service positions for recording management. In the end, customer chose to cooperate with us, believing that this move will significantly enhance recording management capabilities and external service quality.

At present, the management of telephone recordings for external service positions in power supply companies is inconvenient. The retrieval, listening, export, classification, and archiving of telephone recordings will inevitably be cumbersome and unable to meet business needs. In addition, higher-level units or direct leaders cannot supervise the service language of frontline external service personnel in real time, and cannot quickly clarify responsibilities in case of customer disputes, which may even affect the high-quality service image of power companies.

The efficacy of the voice recording system for high-quality electric power service:

1. Digitized traces of "prescribed actions"

Suitable for phone reminders, power outage notifications, and other processes, record the complete information of this "action", whether it has been done or not, and whether it has been done well, at a glance. The specific time of the call; The names of both parties involved in the call; Call number; Call duration; The purpose and outcome of the call; The call content and other details are recorded in detail.

2. Clarify responsibilities and avoid disputes

When disputes arise with customers, the scene is restored through recorded data to determine responsibility, while providing attentive service to customers and protecting the legitimate rights and interests of employees. The same applies to collaborative disputes between teams, where responsibility can be determined through voice tracking to improve operational efficiency and customer satisfaction.

3. Remote data management for easy inspection

When needed, telephone call data can be remotely accessed, and the external service phone numbers of marketing positions in grassroots power supply stations and business halls are clearly stated, as well as customer responses, making it easy to manage and inspect.

4. Improve the standardization level of business processes and showcase a high-quality service image

Encourage frontline employees to carefully follow operational procedures to reduce risks and hazards.

Encourage frontline employees to consciously use standardized language and enhance the image of high-quality service when communicating with customers.