1. Telecommunications business knowledge
Telecommunications culture test:
Basic knowledge of telecommunications: such as the history of telecommunications, corporate culture, etc. Technical knowledge of telecommunications: transmission, network, data, etc. Business knowledge of telecommunications: such as brand business (e-home, business pilot, etc.), program-controlled business (Quantongda, ring tone, etc.), value-added business (ICT, IDC, etc.), etc.
Business hall salesperson and No. 10000 salesperson
Represent customer interests internally, represent the company's image externally, and fulfill the regulatory requirements of the first-question responsibility system.
Be familiar with and master Telecommunications business knowledge, as well as various business operation skills and related business processes.
Be proficient in accepting various business service needs of customers, and provide timely feedback to the squad leader on matters that cannot be handled by oneself.
Report to customers Provide accurate, rapid, cordial and thoughtful service, and do a three-tone service of "asking, answering, and sending".
Proficient in computer operation skills, and reporting abnormalities in the operation of machines and equipment in a timely manner.
p>
Establish a "customer-centered service concept" and keep in mind the service principle of "the user is always right". Our duty is to satisfy customers.
Study hard and constantly summarize the results of service work Practical experience to improve one's own business quality and skills.
Abide by relevant rules and regulations and care about the collective.
Provide timely feedback on problems discovered in the customer service process and actively propose improvements Opinions and suggestions.
Summarize system operation problems and submit them to the squad leader in time.
2. What are the basic knowledge of communication?
Telecommunication network (telemunication work) is composed of many A communication system that interconnects multiple telecommunications systems for individual users to communicate with each other is an important infrastructure for human beings to achieve long-distance communication. It uses cables, wireless, optical fiber or other electromagnetic systems to transmit, transmit and receive logos, text, images, sounds or other signals. The telecommunications network consists of three elements: terminal equipment, transmission links and switching equipment. During operation, it should be supplemented by signaling systems, communication protocols and corresponding operation support systems. Nowadays, the communication systems in various countries around the world are developing towards digital telecommunications networks, which will gradually replace the transmission and exchange of analog communications and develop in the direction of intelligence and comprehensiveness. However, due to the nature of the telecommunications network's full-scale interoperability, existing Telecommunications networks cannot be updated at the same time, so the development of telecommunications networks is a gradual process.
Telecommunications networks can be divided according to different classification systems as follows:
According to the types of telecommunications services, they are divided into: telephone network, telegraph network, user telegraph network, data communication network, and fax communication network , image communication network, cable TV network, etc.
According to the service area, it is divided into: local telecommunications network, rural telecommunications network, long-distance telecommunications network, mobile communication network, international telecommunications network, etc.
According to the type of transmission media, it is divided into: overhead open wire network, cable communication network, optical cable communication network, satellite communication network, user optical fiber network, low-orbit satellite mobile communication network, etc.
According to the switching mode, it is divided into: circuit switching network, message switching network, packet switching network, broadband switching network, etc. According to the structural form, it is divided into: mesh network, star network, ring network, grid network, bus network, etc.
According to the form of information signals, it is divided into: analog communication network, digital communication network, digital and analog hybrid network, etc.
According to the information transmission mode, it is divided into: integrated services digital network (isdn) in synchronous transfer mode (stm) and broadband integrated services digital network (b-isdn) in remote transfer mode (atm).
< /p>
No matter what profession you are in, whether it is the front desk or the back end, one thing is that you must have broad interpersonal relationships and good eloquence, because it is easier to complete the task this way; when necessary, you must also When meeting deceivers who are not ashamed, you must practice the ability to adapt to the situation without changing your expression, otherwise you will bear some responsibilities with serious consequences
As for the qualities you mentioned that you must have, among them One of them is that if you make a mistake (referring to the stage just after entering the company) and cannot justify it (referring to the stage with a history of entering the company), you must admit your mistake diligently and sincerely. This is very important. Secondly, if we talk about learning, Well, you must memorize the policy of telecom changing faster than the weather. If it is on the back end, there is nothing else. You must run diligently. If any failure occurs, as long as it is within your scope of authority, you must solve it in time and You must report it in time. In short, this course is very advanced. I have been here for two years and I am still confused and confused.
Of course, if you want to enter a city or provincial company If you don't, the above is all nonsense. The road to success is long and you will have to figure it out on your own
4. Basic knowledge of communication
Basic knowledge of communication technology Telecommunication network (telemunication work) ) is a communication system that constitutes the interconnection of multiple telecommunications systems for multiple users to communicate with each other. It is an important infrastructure for human beings to achieve long-distance communication. It uses cables, wireless, optical fiber or other electromagnetic systems to transmit, launch and receive logos, text, images, sounds or other signals.
The telecommunications network consists of three elements: terminal equipment, transmission links and switching equipment. During operation, it should be supplemented by signaling systems, communication protocols and corresponding operation support systems. Nowadays, the communication systems in various countries around the world are developing towards digital telecommunications networks, which will gradually replace the transmission and exchange of analog communications and develop in the direction of intelligence and comprehensiveness. However, due to the nature of the telecommunications network's full-scale interoperability, existing Telecommunications networks cannot be updated at the same time, so the development of telecommunications networks is a gradual process.
Telecommunications networks can be divided according to different classification systems as follows: According to the type of telecommunications services, they are divided into: telephone network, telegraph network, user telegraph network, data communication network, fax communication network, image communication network, cable TV Net etc. According to the service area, it is divided into: local telecommunications network, rural telecommunications network, long-distance telecommunications network, mobile communication network, international telecommunications network, etc.
According to the type of transmission media, it is divided into: overhead open wire network, cable communication network, optical cable communication network, satellite communication network, user optical fiber network, low-orbit satellite mobile communication network, etc. According to the switching mode, it is divided into: circuit switching network, message switching network, packet switching network, broadband switching network, etc.
According to the structural form, it is divided into: mesh network, star network, ring network, grid network, bus network, etc. According to the form of information signals, it is divided into: analog communication network, digital communication network, digital and analog hybrid network, etc.
According to the information transmission mode, it is divided into: Integrated Services Digital Network (ISDN) in Synchronous Transfer Mode (STM) and Broadband Integrated Services Digital Network (B-ISDN) in Remote Transfer Mode (ATM). What is an intelligent network? The idea of ??intelligent network (Intelligentized work) originated in the United States.
In the early 1980s, AT&T used a centralized database to provide 800 number (called toll) services and telephone charge card services. This was the prototype of the intelligent network. Later, ITU-T (International Telemunications Union) officially named the term intelligent network in 1992.
Intelligent network is an additional network structure set up on the existing basic network structure of switching and transmission to provide new telecommunications services (or value-added services) quickly, conveniently and economically. The outstanding advantage of intelligent network in providing new services is that it can be fast, economical and convenient.
Since intelligent network technology has standard model constraints, the implementation of the system can be independent of the new services to be generated, and there are standard communication protocols to support the interconnection of products, thus creating basic conditions for quickly providing new services.
Intelligent networks are based on computers and databases. Theoretically, the new services that intelligent networks can provide are unlimited.
However, when starting a new business, factors such as actual needs and economic benefits must be considered. There are dozens of new intelligent services available in the world.
However, the types provided by different places are different. For example, our country is currently divided into three categories: international, national, and provincial, and the services provided are also different. Commonly used smart new services that have been provided in the world are as follows: Called centralized payment service: Americans call this kind of phone "free phone". In fact, the caller does not pay, but the called user pays.
When using this service, users need to dial "800" first, so it is also called "800 service". Public service business: Users can obtain certain information or consult services by dialing a phone number that starts with a specific number.
In the United States, when using this service, users first dial "900", so it is also called "900 number service". Optional accounting business: referred to as "ABS business".
It can provide a variety of billing methods, such as calling pay, called pay, calling and called shared pay, third-party payment or credit card payment and other forms of billing methods. Private virtual network service: Users can flexibly set up a non-permanent private network according to their own wishes, called a "virtual network".
Wide area centralized private branch exchange service (WAC service): Users can enjoy all the functions of the city's private branch exchange without setting up a private branch exchange. Universal number service: Allocate a common telephone number to enterprises with multiple semicolons to accept services.
The main components of the intelligent network are: Service Switching Point (SSP), which is used to identify users’ calls to the intelligent network; Service Control Point (SCP), which completes the control of services and is usually composed of large and medium-sized Composed of computers and large databases; the Service Management System (SMS) is the operation, maintenance, management and monitoring system in the intelligent network. In short, the entire telecommunications network is gradually developing in the direction of intelligence, broadband, and personalization.
With the development of intelligent networks, inter-network interoperability of intelligent networks can be realized, the combination of intelligent networks and the Internet, and the combination of intelligent networks and broadband integrated services digital network B-ISDN. Tomorrow's intelligent networks will More intelligent. What is "One Line"? The Chinese name of ISDN (Intergrated Service Digital work) is Integrated Services Digital Network. China Telecom calls "Narrowband Integrated Services Digital Network" (N-ISDN) commonly known as "One Line".
"One Line" uses digital transmission and digital switching technology to integrate telephone, fax, data, image and other services into a unified digital network for transmission and processing, providing users with basic speed (2B D, 144kbit/s) and primary group rate (30B D, 2Mkbit/s) two interfaces. The basic rate interface includes two B channels (64Kkbit/s) that can work independently and one D channel (16Kkbit/s).
The B channel is generally used to transmit voice, data and images, and the D channel is used to transmit signaling or packet information. "One Line" is a communication network developed based on the integrated digital telephone network. It can provide end-to-end digital connections and can carry voice and non-voice services. Users can access the network through the multi-purpose user network interface.
"One Line" can not only provide circuit-switched services, but also packet-switched and non-switched dedicated line services. Customers can flexibly choose according to their needs, and can interoperate with existing telephone networks and packet networks. . "One Line" can provide users with three major types of services: ①. Bearer services (regardless of user terminal type, such as circuit-switched bearer services and packet-switched bearer services, etc.); ②.
5. Telecommunications business knowledge
Telecommunications culture examination: basic knowledge of telecommunications: such as the history of telecommunications, corporate culture, etc.
Technical knowledge of telecommunications: transmission, network, data, etc. Business knowledge of telecommunications: brand business (e-home, business pilot, etc.), program-controlled business (all-access, ring tones, etc.), value-added services (ICT, IDC, etc.) and other sales hall salesmen and No. 10000 salesmen represent the interests of customers internally, represent the company's image externally, and fulfill the regulatory requirements of the first inquiry responsibility system. Be familiar with and master the knowledge of telecommunications business, as well as various business operation skills and related business processes. . Be proficient in handling various business service needs of customers, and give timely feedback to the squad leader for matters that cannot be handled by oneself. Provide accurate, rapid, cordial and thoughtful services to customers, and do a three-tone service of "asking, answering, and sending". Proficient in mastering Microcomputer operation skills, report any abnormalities in the operation of machines and equipment in a timely manner. Establish a "customer-centered service concept" and keep in mind the service principle of "the user is always right". Our duty is to satisfy customers. Study hard and constantly summarize service work. Use practical experience to improve your business quality and skills. Abide by relevant rules and regulations and care about the collective. Provide timely feedback on problems discovered during customer service and actively put forward suggestions and suggestions for improvement. Summarize system operation problems and submit them to the squad leader in a timely manner. ..