Ji'nan railway 12306 customer service center is on duty at all times and receives 20 thousand calls daily.
Shandong commercial newspaper reporter Sun Hengxuan Xiao Xia
on the day of the first ticket for the spring transport, the Ji'nan railway 12306 customer service center has entered the spring in advance. Transportation. This is known as the "invisible window", which receives 20000 calls per day, the most one day, and receives 54298 calls.
before the Spring Festival, the traffic volume of the 12306 passenger service center of Ji'nan railway was more dense than 8:00-18:00. After the start of the Spring Festival, from 7:00 in the morning to 23:00 in the evening, the traffic volume was the largest and most concentrated period. In order to ensure that every phone call can be entered, the 77 stations of Ji'nan railway customer service center started to work at the wrong time.
"according to the degree of traffic density, we go to work at 7:00, 8:00, and 24 hours," said Li Qing, director of the Ji'nan railway customer service center. "97% of the telephone calls are consultations. Now the scope of work extends to 11 business scopes, and the system can automatically generate traffic orders every day. The quality and quantity are required. " In the interview with
, Li Qing told reporters that except 97% of the call, the 2% of the daily traffic of the customer service center is to find lost items. "Lost items average 100 pieces per day, the most electronic products, computers, mobile phones and high speed rail passengers in the rear chair pocket carry small items of personal loss rate is high. Receiving this kind of phone call, customer service meeting will be searched through the coordination of the station and vehicle for the first time, after finding the first time to contact the passengers. Li Qing said.