Upstream News Chongqing Evening News Slow News Reporter Zhou Xiaoping Text/Photo/Video
"Hello, how can I help you?" Every time I pick up the phone, Tian Maoqin opens like this. In this way, she can say seventy or eighty sentences a day, it seems, similar to other operators, but usually the next sentence she answers is: "My family has passed away, can you help us contact the nearby funeral home?" ”
Tian Maoqin, 24, is an operator of the Chongqing funeral service hotline, providing funeral services such as consulting services, arranging vehicles, service return visits, and grief and consolation for the citizens of deceased relatives.
The operators were busy answering the phone
Span the funeral industry from the automotive sector
Tian Maoqin studied automobiles at university and worked in automobile sales for a year after graduation. "Parents are fine, acceptance is not so difficult, but friends around me do not understand." Tian Maoqin originally thought that she could easily cope with the work, but she did not expect that she would also usher in a round of "examinations", "monthly examinations", "quarterly examinations", and even daily spot checks of wiring recordings... The job is not as simple as it seems.
On Tian Maoqin's work desk, from the provisions of the law to the specific conditions of each cemetery... A thick stack of information has been turned over by her. Usually, when there is no phone, she will go through these materials repeatedly.
"If you don't have a good understanding of the funeral industry, it's hard to answer the caller's questions without error, so you don't remember it at first, you have to be familiar with it repeatedly, and you can't make the slightest mistake." Tian Maoqin told reporters that if he is not familiar with the policy and leads to the provision of wrong information, it is a very serious "big mistake" in the industry.
Every phone call is "spot checked"
Chongqing funeral service hotline was officially opened on January 1, 2015, the hotline mainly has funeral business handling, accepting reports and complaints, funeral information inquiry and funeral business handling and other functions. Among them, the number of business handling is the largest, and the calls from citizens who need to handle funeral business are directly transferred to the funeral service unit to provide timely and convenient funeral services for the public.
All the people who work here are girls, with an average age of 26 years.
Someone calls, if the consultation given is not on the point, or not detailed enough, this is a sign of unprofessionalism.
Every phone call received by the operator has a recording, and the next day, Lin Xin, who is specially responsible for correcting errors, will record each phone call to "find the stubble", and the fields filled in in the work order will be written out, and the problems such as the wrong input of the phone number will be pulled out. "Usually, if there are fewer phone calls, all the recorded calls will be listened to, and if there is a peak period of Qingming, it will be spot checked." Lin Xin introduced that every time an error is found, it will be posted for colleagues to encourage, "Of course, these errors will also affect performance pay." ”
After answering the phone, don't forget to familiarize yourself with various policies
You get 500 calls a day
Affected by the new crown pneumonia epidemic this year, the cleaning work of the Qingming Festival is more special than in previous years. Each funeral service agency in the city implements reservation, limited quantity, time-sharing, and staggered peak sacrifice sweeping according to its own carrying capacity. In addition to the normal telephone answering, the 96000 funeral service hotline also undertakes the task of inquiring about the reservation telephone number of the cemetery (cemetery) and transferring the appointment telephone number of the masses directly to the cemetery (cemetery).
"Because of the addition of the reservation function this year, the number of telephones has exploded compared to previous years." Tian Maoqin told reporters that on the eve of the Qingming Dynasty, her daily telephone volume ushered in a peak, and the number of calls received per day exceeded 500, while the usual number of calls was only 70 or 80. "The state at that time was, just put down the phone, the phone came again. Answered for a day, the mouth was very dry, the throat was very sore, poured a glass of water next to him, very much wanted to drink, but did not have a second of free time to drink it. ”
Because of this job, Tian Maoqin seems to have some "allergies" to telephone ringtones, and when she rests at home, she never turns on the phone ringing, "As soon as she hears the ringtone, she will quickly enter a tense state of wiring." ”
Give them companionship when they are most vulnerable
The funeral service hotline is available 24 hours a day, 7 days a week.
"The hotline operator is divided into morning and night shifts, with morning shifts from 9:00 a.m. to 5:00 p.m. and evening shifts from 5:00 p.m. to 9:00 a.m. the next morning." Tian Maoqin said that all the girls who work here are girls, and girls are a little timid, especially on the night shift, and initially they dare not go out to the toilet.
Unlike other hotlines, funeral hotlines may receive more calls at night than during the day. It is common to receive calls in the middle of the night when someone dies, and some calls come in, and they are very emotionally broken, crying incessantly, and can't say anything. "I know you're in pain right now, and I hope we can help you." Whenever this time comes, the first thing Tian Maoqin has to do is to soothe the caller's emotions, "Sometimes the language is very pale, and we quietly listen to them." ”
"Sometimes, the caller has a bad temper, we may not have spoken, the other party will scold, but we are not angry, but also understand, they must have encountered a problem in the funeral." We patiently answered them and eventually helped them solve their actual problems. Maybe sometimes we forget ourselves, but they also call to apologize for their bad attitude before. In Tian Maoqin's view, every citizen who calls is experiencing the most vulnerable time in their lives, and being able to accompany them on their most vulnerable roads, give guidance and help, is also the biggest achievement in their work.
All kinds of policies and materials, they must be familiar with it
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Since March 23, we have accepted reservations for matsuri sweeping
The number of funeral hotlines has accumulated 11,269
According to data from the Chongqing Funeral Management Center, since the 96,000 funeral service hotline was officially opened on January 1, 2015, as of April 5, 2020, the hotline has received a total of 89,539 calls from the public. Among them, there were 16,263 information consultation telephones, accounting for 18.16% of the total; 56,766 business transactions, accounting for 63.40% of the total; 1,256 complaints and suggestions, accounting for 1.40% of the total; and 15,248 other telephones, accounting for 17.03% of the total. Satisfaction praise 6 orders, accounting for 0.01% of the total. (The above data does not include the number of telephone numbers for answering the public to inquire about the reservation of the cemetery and the number of transfer appointment calls during the Qingming Period)
It is understood that in the whole year of 2019, the 96000 service hotline traffic totaled 29908 singles, of which 18333 calls were answered and 11575 telephone calls were dialed out for return visits. In the answer to the call, the business handled 13176 orders, an increase of 16.04% over last year, 3251 information consultations, 203 complaints and suggestions.
"We have formulated and implemented the "Chongqing "96000" Funeral Service Hotline Exemption from The Transportation Fee of the Vehicle Transport of Remains", and the public can enjoy the preferential policy of free transportation of the first body in the main urban area by dialing the 96000 funeral service hotline to transfer to the funeral service unit to handle business. According to the relevant person in charge of the Chongqing Funeral Management Center, the citizens choose legal funeral service units through the 96000 hotline, which not only enjoys preferential and convenient funeral services, but also maintains their legitimate funeral rights and interests. According to preliminary statistics, since 2015, the first body pick-up freight for bereaved families who have been handled by dialing the 96,000 funeral service hotline has been exempted from the first body freight of more than 11 million yuan, saving nearly 260 million yuan for the masses.
According to statistics, since the acceptance of mass appointments for festival sweeping on March 23, as of 9 o'clock on April 6, the hotline has received a total of 11,269 appointments and consultation calls for Qingming festival sweeping, of which 9,862 appointments have been transferred (8,702 in the main city, 1,160 in districts and counties), and 1,407 consultation calls. More often than 2,000 calls a day are answered.